New account stuck in 30-day cooling off error - VIP gift blocked

[SnailX]

I am a returning Sky customer, so I had an old account years ago where I purchased some Sky movies through the store. I now have an account just for broadband and am supposed to be entitled to a free movie through Sky VIP. However, it still says I am within the first 30 day period, even though my broadband started on March 18th. I have been on Live Chat with Sky (no help) and spoke to them on the phone. They said on the phone that they would link my two accounts by Friday 1st May (yesterday) and I would be able to see my old movies on my new account and get my VIP gift. None of that has happened.

Since I can't face another battle on the phone I was wondering if anyone here could help?

[caesarome]

@SnailX 

You might want to get in touch with Sky Store support regarding this, they have a live chat you can use that is available from 11am-7.30pm Monday to Saturday and can be found here:

https://www.skystore.com/help/contact-us

[SnailX]

Thank you for your reply. I did contact Live Chat before I called on the phone but they told me they couldn't help.

[caesarome]

Sorry I missed that @SnailX so they couldn't help you after this:

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@SnailX wrote:

They said on the phone that they would link my two accounts by Friday 1st May (yesterday) and I would be able to see my old movies on my new account and get my VIP gift. None of that has happened.

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After you left Sky did you still have access to your purchases ?

[SnailX]

Yes, I did have access to my purchases after I left. When I use the online store site, it shows all VIP movies as chargeable instead of a free gift choice. When I use the phone app it says I am not allowed a VIP gift because I'm still in the cooling off period, which is not true.

[caesarome]

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@SnailX wrote:

Yes, I did have access to my purchases after I left.

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So you should still have access to them now if you use those account details ?

[SnailX]

Yes, at the moment I do. But I was told that the two accounts need to be linked so that it will show all the current info properly and allow me to claim VIP gifts so I wanted to make sure that they will still be accessible and see if Sky will actually keep their word and link the accounts together.

[caesarome]

It might be worth calling Sky from Tuesday onwards and asking to speak to their ID team to see if they can help with this.

[SnailX]

Thank you, it's very kind of you to respond. But that's what their live chat person told me to do. When I rang them the guy I spoke to refused to put me through to the ID team and I was on the phone for ages with him until he finally conceded that he didn't know what to do and would actually put me through to the ID team. Then when I spoke to the ID team they promised to get it sorted by Friday 1st May, which they obviously didn't do. I really don't want to have another phone battle and I thought this forum also had Sky staff here to help out so that is why I tried here.