Sky Mobile Swap - frequently asked questions

Community Manager

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What is Swap?


Swap is the affordable way to have the device you want, when you want. 

 

Phones

  • Swap12- swap your phone to the latest model every year.
  • Swap24- get our lowest monthly price with no upfront cost, and swap your phone every two years.

Tablets

  • Swap24- swap your tablet for a new model every two years.
  • Swap36- get our lowest monthly price and swap your tablet every three years.

 

When can I Swap?


We'll let you know when it's time to Swap or to find out, go to Manage, sign in with your Sky iD and select My Devices.


When you’re eligible to Swap:

 

If you have a phone:

 

  • Swap12 - after your 12th phone repayment is added to your mobile bill up until the end of your original credit agreement period. You have a 12 month window to swap your phone.
  • Swap24 – after your 24th phone repayment is added to your mobile bill up until the end of your original credit agreement period. You have a 6 month window to swap your phone.

If you have a tablet:

  • Swap24– after your 24th tablet repayment is added to your mobile bill up until the end of your original credit agreement period. You have a 12 month window to swap your tablet.
  • Swap36– after your 36th tablet repayment is added to your mobile bill up until the end of your original credit agreement period. You have a 12 month window to swap your tablet.

Please note: The device repayment date might not be the same day as your bill date.

 

If you bought your device (phone or tablet) outright, you’ll still be eligible for Swap24. You’ll be able to Swap from the 24th payment for Sky Mobile services after your device was delivered.

 


What happens if my device’s damaged?


You can still Swap your device. Just let us know about any damage in the questions we'll ask you about your device. The value of your device and the final amount we pay may be lower due to the damage.

 


What if I don’t want to Swap?


If you prefer to hang onto your old device, we may have agreed with you that your monthly device payments will reduce after 12, 24 or 36 months, until the end of your credit agreement or until you find the device you want to Swap for.

 

To check your repayment schedule, go to Message Centre, select Inbox ‘View all’ and find ‘Your Credit Agreement’.
In rare cases, if you choose not to Swap, your monthly device payments may go up, but we’ll have told you this in your credit agreement when you bought your device.



When will I get the credit for my old device?


Once we've received your device, we'll check it over and, if everything is as we expect, we’ll confirm the value of your device in one working day. Then we'll apply a 'credit adjustment' to your next bill to go towards paying off the remaining balance of your credit agreement.

Will I get my new device before I send my old device back?


Yes. We'll deliver your new device, along with posting instructions and returns packaging for you to send your old device back to us.

 

 

Swapping your device

 


Will it cost me to Swap?

 

Once you’ve sent your old device back to us we’ll check it over.

 

If we confirm that your device:

 

  • Is in good condition - you'll have nothing more to pay towards your old credit agreement to swap.
  • Has some damage - you'll need to make a payment to clear the balance of your old credit agreement to swap.

For more information, see our Swap help article.



Can I Swap and keep my current device?


No. When you Swap, you'll be purchasing a new device from our Sky Mobile range and sending back your old device.


If you don’t return your old device to us after you’ve received your new one, you won’t get a credit for it and your monthly device payments (if applicable) will continue for both devices.

 


Can I Swap without buying a new one?


No. When you Swap, you'll be purchasing a new device from our Sky Mobile range and sending your old device back.

 


Can I Swap my device early?


If you want to change your device before you’re eligible to Swap, you can call us to pay off the credit agreement early or trade in your old device with someone else and then buy a new device from us.

 


Can I Swap more than one device at a time?


If you have several devices eligible to Swap at the same time, you can Swap each one but we'll process these as separate orders.

 


Can I Swap if I bought my device outright?


Yes. You'll be eligible for Swap24 and you’ll be able to Swap your device from the 24th payment for Sky Mobile services after your device was delivered.

 

 

The value of your device

 


What’s the value of my old device?


When you first buy your device we’ll give you a ‘Swap option price’ for it. This is the amount we expect to give you for your device if you Swap as soon as you can, under Swap12, Swap24 or Swap36 (after 12, 24 or 36 months).

 

 


The ‘Swap option price’ is based on:

 

  • You choosing to Swap as soon as you’re eligible (at 12 months with Swap12, 24 months with Swap24 or 36 months with Swap36),
  • Your device being in good condition (or ‘full working order’) and undamaged when we receive it, and
  • it also assumes the market value reduction set out in your Sky Mobile Terms and Conditions has not been applied.

The value of your device

 

When you want to Swap, we’ll ask you some questions about the condition of your old device and we’ll give you an estimate of how much we’ll give you for it.

The estimated amount is only valid for the billing period (month) it's given in.  If you send your device back later, the value will reduce (see below).

 
We'll confirm the amount once you’ve sent your device back to us and we’ve checked its condition.

 

  • If the amount isn’t enough to pay all of the outstanding balance on your credit agreement (for example, because your device is damaged), you’ll need to pay the difference via a one-off payment on your next bill, after you complete your swap.
  • Please note:Swapping any time after the 12th month (Swap12), 24th month (Swap24) or 36th month (Swap36) and any device damage will reduce your device’s value and the amount we’ll give you for it.

What if I don't want to swap yet or send my old device back late?

  • Each month you delay your swap, the value will reduce in line with any repayments you should have made to your credit agreement each month.

Is my device in good condition (or 'full working order')?

A device is in good condition if:

  • It turns on and off
  • Is fully functional
  • The screen is working and doesn't have any damage
  • There's no damage to the casing; and
  • There's no water damage

If after our checks we confirm that your device:

  • Is in good condition - you'll have nothing more to pay towards your old credit agreement to swap.
  • Has some damage - you’ll need to make a payment to clear the balance of your old credit agreement to swap. This is because the value of your device will be lower than the outstanding balance on your credit agreement, so you’ll need to pay the difference. However, if you bought your device outright, you’ll have nothing to pay but the amount we give you for your old device will be reduced.
  • Please note:If you don’t send your old device back to us after you’ve received your new one, you won’t get a credit for it and your monthly device payments (if applicable) will continue for both devices.
  • For more information, see the Swap help article.



Why’s the value of my device lower than expected?


After completing our checks, if we find your old device isn’t in the condition we expected, we'll get in touch via email to let you know the details, the amount you’d need to pay to complete your swap and what your options are.


You can either choose to accept the amount, pay the remaining balance and complete your Swap, or you can request for your old device to be sent back to you and return your new device.


If you want to dispute or discuss a change in the value of your device, please contact us.

 


What if my device’s worth more than you’re offering me for it?


If you feel that your device is worth more than the amount we’ll give you, you can choose not to Swap and sell/trade-in your device elsewhere but you’ll still need to pay off the remaining balance on your credit agreement (you could use the proceeds of that sale/trade-in to do this).

 

 

Contract and billing

 
Will my bill change?


As long as you send your old device back to us by the deadline date we tell you and it's in good condition, your next bill will only be for your new device and current plan (it will show your new monthly payments for your new device).

 

Any credit for your old device will show as a ‘credit adjustment’ on your next bill.


If your device is damaged and there was an amount left to pay on your old credit agreement, this will be added as a one-off payment on your next bill after you complete your swap. So your next bill will include this payment as well as the charges for your new device and current plan.

 

Returning your old device

 


How do I return my old device?


For more information, see the ‘Swap Returns’ on the Returns, repairs and replacements help guide.


What can I do if I sent my old SIM and memory card back by accident?


Unfortunately, any personal data on your old device when it’s returned will be deleted and any equipment or accessories (such as SIM or memory cards) will be destroyed.


We’ll send you a new SIM with your new device, if you don’t have your old SIM or it doesn’t fit your new device. You’ll need to activate this online.  

 

 

Buying your new device

 
Will you perform a credit check?


If you choose to pay for your new device using a credit agreement, we’ll need to complete a new credit check when processing the order for your new device.

 


What happens if I fail the new credit check?


If we can’t offer the payment terms you’ve asked for you can still complete your Swap and pay for your new device outright or you can choose not to Swap and keep your device.

 


Can I choose a new device that’s on pre-order?


Yes once you’re able to Swap you can choose any new device you like from Sky Mobile.


If I choose a device that’s on pre-order will the value of my old device change?


We’ll make you aware of the estimated value for your old device, when you need to return your old device to us to get this and the delivery timescales for your new device when you go to the checkout.


You’ll need to wait for your new device to arrive before you can send your old device back to us.


Depending on the release and delivery dates of the new device, and when you send your old device back to us, the amount we’ll pay you for your old device may change. You can see how this works in Manage.

 


Can I pay extra and pay less on my next credit agreement?


No. The amount we credit you for your old device will be allocated towards paying off the remainder of your existing credit agreement. If you take your new device on a credit agreement, we’ll let you know how much your monthly payments are when you buy it.

 

 

Your new device

 
What if my new device requires a different sized SIM?


We’ll send you a new SIM with your new device, just in case it requires a different size. If you need to use this replacement SIM you’ll need to activate it online.


The new SIM will be active within minutes, meaning you can pop it in your new device and you’re ready to go. You won’t need to transfer your number.

How do I cancel my new device?


For more information, see the Cancel Sky Mobile help guide.



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Sam
"I was born not knowing and have had only a little time to change that here and there." - Richard P. Feynman.