Sim Activation Issues

[Samuel-James]

Good evening,

I am a new sky customer - awaiting sky broadband to be installed and activated on the 12th September 2024. I have also recently signed up for a new mobile phone contract with sky (phone was delivered today).

I am attempting to activate my new E sim and it is asking me to link to mobile and broadband accounts. However, I signed up to both with the same email account. When completing the sim activation is askes me to link my accounts however upon entering my details it confirms that are 'already linked'. However, this is not the case and when I enter the My Sky app it only shows my broadband order/info. As such I am currently unable to activate my sim. 

any guidance/resolution to this is much appreciated

[caesarome]

@Samuel-James 

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

[Lisa-P1987]

Thanks for escalating this. We’ve sent Samuel-James an invite to chat.