Piggy bank not working

[Immie_s]

For the last few months, I have been unable to manage my mobile account through My Sky, both on my phone and online. When I click 'manage', I am sent to a page about upgrading my phone.  This is very frustrating as I can't monitor my data usage or change it. I also can't top up easily when my data is low. Having to phone Sky each time to top up is not convenient when I'm on the move. I did phone Sky for advice and was just told it is a problem they are aware of but they can't help me at the moment and to phone again at some point and they may have sorted it.

Any help and advice would be greatly appreciated. 

[caesarome]

@Immie_s 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Anyideas76]

Mine is exactly the same abd worried about us running out of data. Also we have not been able to phone or text fir weeks in the ossett area apparently there is a mast not working but we have not been  updated about this from sky mobile can anyone help. 

[Lisa-P1987]

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

[Daniel0210]

@Anyideas76 

Sky don't own or maintain any mobile phone masts so Sky and customers are waiting on a third party fix. You'll need to be proactive and call Sky to see if they have had an update. 

[Immie_s]

Thank you for escalating this. I haven't been able to talk to anyone from Sky yet as I was at work when they sent the chat invite. Hopefully I will be able to talk to someone soon to resolve this. 

[Daniel0210]

@Immie_s 

It should still be available until later this morning. 
You should see a blue/red speech bubble at the bottom of your forum page. You’ll have an initial 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Immie_s]

Hi,

 
Would you be able to send me the request again as I was at work when you sent it last time.  I would really appreciate some help with this problem as I am unable to manage my data and packages at all. 

Thanks. 

[63johnw]

Hi @Immie_s  the request has been sent to the escalation team. Once they get to it you will receive the speech bubble on here. 

[Immie_s]

Thanks for letting me know. The request was sent on 12/9/24 at 10:43am so hopefully I have just made the window. I have put a message in the chat but waiting for a response. 

thank you so much for your help. 

[63johnw · Accepted solution]

I have sent another request if the bubble isn't showing for you this morning @Immie_s  hopefully they will get back to you.