Mobile agreement not there to sign

[Nigel+G]

I have today ordered a new phone contract and opted to sign agreement later but having done that there is no agreement shown to sign, there are no messages relating to this and the email link takes me to my sky mobile account but nothing there to sign the new agreement.

i am already a sky mobile user and I want to keep my existing phone number, how is this done?

Nigel

[caesarome]

@Nigel+G 

Is there anything in your message centre here:

https://www.sky.com/mymessages

If not then are you sure the credit agreement has come through yet for you to sign ?

[Nigel+G]

Well I have an email to setup or login to skyid then click on link to sign agreement but all it does is take me to my existing mobile account page and nothing in messages

[caesarome]

Are you already a Sky Mobile customer or is this your first order ?

[Nigel+G]

Already a customer

[caesarome]

And did you pl;ace the order for your new device on the same account that your previous one is on as situations like this do occur if for whatever reason the additional device isn't ordered on the same one ?

[Nigel+G]

I clicked on their newsletter email and did the order through that, Ive noticed I used my new email address instead of my existing sky one, so I set up another skyid using the new email and the agreeement email came through to the new email but when I click on the agreement link it just takes me to the new phones page

[caesarome]

@Nigel+G 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear tomorrow you will have 48 hours to respond or it will be automatically closed.
This isn't a live chat so replies are not instant.

[Nigel+G]

Many thanks for all your help, I'll update you tomorrow 

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Nigel+G an invite to chat.

[Lisa-P1987]

Update - Spoken to @Nigel+G and after some investigation, we found they had created a separate new sky account with a different email, they have been given options to what their next steps are 🙂