Unable to link Sky Handset to existing Sky Account

[acc1975]

We've had multiple Sky Mobiles for years now and have always been able to view and manage each of them via the Sky account/app. I purchased a new Sky Handset just about 1 year ago which I had thought had been a Swap, but seems like something must have gone wrong as I never got asked to send the old phone back, but the new phone turned up and took the original Sim without an issue.  Everything was OK, but realised that in the account, although the Sim was correct, it still referred to the original Handset, and Sky were taking payments by 2 separate DD payments - one for the original handset (which still had a few months left on the contract) and one for the new handset. I followed instructions to link my handset but got a message stating 'already linked' which is not actually the case. I've spent ages on the virtual assistant, but can't get any better solutions and tried calling 150 but only so long I can deal with the queue music. Does anyone have any ideas on how to get this solved please?

Thanks in advance!

[63johnw]

Hi @acc1975  to try and get you some help I have escalated your post to sky so look out for a coloured speech bubble on here inviting you to a private chat. 

[Greenfingers001 · Accepted solution]

Thanks for escalating this. We’ve sent @acc1975 an invite to chat.

[acc1975]

Hi @Greenfingers001 

Thanks for your help with this. The 'new' phone still isn't showing on my Sky account, and the old phone is still there, which means I'm not really sure how I go about doing an upgrade on the 'new' phone because it's not on my account. Any suggestions welcome on that one please?

Thanks!