Ordered and received new Mobile but cannot add to account

[UKCodemonkey]

I have an iPhone 16 on my account and my son's old iPhone 12, both of which I can see and manage in my account. I bought a new iPhone 14 online using the same email address and bank details as my other Sky Mobiles. The order processed fine, I received the confirmation emailsand the mobile arrived.

The new mobile is not visible on my account. When I try and activate SIM it takes me to the Your SIMs page, which no option to activate. I phoned and was told to link my sky ID to the account, but that fails with an error (maybe because my bank account is already linked to a sky ID so trying with a new sky ID then fails). 

Has anyone else had this issue? What did you say to sky support to get them to fix it. So far when I ring they say I should try linking again in a day or so, but I don't think this is going to work.

[caesarome]

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@UKCodemonkey wrote:

What did you say to sky support to get them to fix it. So far when I ring they say I should try linking again in a day or so, but I don't think this is going to work.

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It does appear that for whatever reason the phone isn't on the same account so I would ask them to identify what account and what login details you need to be using to see it.

[UKCodemonkey]

They suggested I returned the mobile and ordered a new one using my sky account (pretty sure I did that when ordering as the confirmation emails came through to my normal email account). In the end they've raised a call to link that new account with a different email I have that hasn't been registered with Sky which could take up the 7 days, but better option than asking my Son for his birthday present back 😄

[63johnw]

Hi @UKCodemonkey  i dont think it's a case of ordering using the same email and banking details, you would need to be logged into your account when placing the order. Sky should be able to locate the phone and sim for you and once they do  you should then be given your options. 

[LEET1976]

Currently going through exactly the same situation.  Did you eventually get this sorted out?  Would love to know how this panned out?