Unable to link Sky handset to Sky Account

[DGM1592]

I purchased a Sky Mobile SIM 2 years ago which has been linked to my sky account and the app. I subsequently purchased a samsung handset from Sky and placed the original SIM in this. Everything went fine but i quite recently realised that SKY were taking 2 separate DD payments ,one for the sim and one for the handset. I noticed that on the Sky Mobile app it only shows my SIM with no trace of the handset. I followed  instructions to link my handset but got a message stating 'already linked' which is not the case.

I am now thinking of changing my handset but as it does not show on either my online sky account or the app, I am unable to do so.

Can anyone help with this please?

[caesarome]

It could well be that for whatever reason the phone is on a different account to the sim. If you call Sky on the 150 number they will look nto this for you.

[DGM1592]

@caesarome @Thanks I spent around an hour trying to get through to sky and called time on it

I believe when I bought my phone it was through sky website and I wasn't logged into my account so maybe that's the reason? Apart from the confirmation emails on purchase it doesn't show up anywhere I just know sky take payment from my account each month.

Surely you should still be able to link a phone to an existing account. 

[caesarome]

@DGM1592 

To see if they can help you 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:
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.

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

[Greenfingers001 · Accepted solution]

Thanks for escalating this. We’ve sent @DGM1592 an invite to chat.