Phone contract not showing on account

[charlottebuckss]

Hi, 

My most recent phone contract / credit agreement is not showing up in my account. I started the contract in May 2023, however the phone doesn't show up in 'my devices' and when I try and find the credit agreement associated with it, I cannot find it in my account. I have the original email with the agreement that I was sent and have been getting the yearly emails with the annual statement but when I follow the link I am unable to view them as they do not come up in the messages - only another credit agreement I have. 

I am soon to be able to swap my device and this is making it quite difficult. 

[63johnw]

Hi @charlottebuckss this usually happens when for some strange reason the phone is allocated to a different account. You will need to call sky on 150 so they can locate it and help with your options. 

[Hanjade94]

Did you ever get this resolved? I have the same issue and keep getting fobbed off with sky customer service. I just want to access the piggybank feature!

[caesarome]

@Hanjade94 

If you are getting nowhere when you call do you want to try via Sky messaging team on here, if so they will send you a private message tomorrow morning regarding this.

[Hanjade94]

Do I just create a post on here? Sorry, I've never used this before 

[caesarome]

@Hanjade94 

No, as we can alert the messaging team to your posts here if you want ?

[Hanjade94]

Yes please! It's driving me crazy. Ordered with the same account/email address I have other products with. Sky customer service told me today I needed to create another account to access the mobile account which makes no sense. There has clearly been some mix up when I made the order as the mobile contract is under a different account number to my other products. 

It would be great if you could get some support for me! Thank you.

[caesarome]

@Hanjade94 

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 this 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 you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Greenfingers001]

Thanks for escalating this. We’ve sent @Hanjade94 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.