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Sky Mobile FAQ

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Sky Mobile FAQ

The Smart Network has arrived with Sky Mobile.

   

What's the coverage like?

 

Follow this link and enter a postcode to check out the coverage in your area.

 

What if I have a bad credit rating?

 

You may be interested in our credit builder programme. It doesn't guarantee you'll be accepted but it should help. 

 

How much does Sky Mobile cost? 


Sky Mobile offers four simple data plans, each month unused data is rolled over and can be stored for up to three years, so you only pay for what you need. Plus, Sky TV customers get free Unlimited Calls and Texts with any of our data plans.

 

  • 500MB for £5
  • 1GB for £10 
  • 5GB for £15 
  • 10GB for £20

What network does Sky Mobile use?

 

Sky is an MVNO (Mobile Virtual Network Operator) That means we lease telephone and data spectrum from the main operators. To read more about UK MVNO's head over to this handy uSwitch article.  

 

Why am I being asked to make an upfront payment?

 

As a responsible lender, Sky has an obligation to make sure we offer suitable monthly plans to our customers. Based on the results of a credit check you can be asked to pay an upfront cost, this will be reflected by reducing your monthly costs. You will not pay any more in total for the cost of your handset if you weren’t asked to make an initial payment.

 

What about Roaming options?

 

We will offer EU roaming at no extra cost. Get more information on our Roaming Passport here.  For more detailed help, check this article. 

 

What add-ons are available? 

 

Take a look at our tariff guide for further billing information 

 

How long will it take for my phone to arrive?

 

Phone orders confirmed by 9pm Monday to Thursday (excluding Bank Holidays) and by 3pm Sunday will be delivered by courier the on next working day. If your order’s confirmed after these times, your phone will take two working days to arrive.

  

What phones do you have available to buy?

 

We offer a range of brands and phones for all budgets. You can check our latest range of phones at sky.com/mobile.

 

Are your phones locked to your network?

 

Phones provided by Sky are unlocked, although when a SIM is in inserted into an Apple iPhone, it will lock to Sky Mobile. If you want to use another SIM in your iPhone, you may need to perform a network settings reset of your iPhone. Steps can be found here.  

  

I am already a SIM only customer, can I get a phone straight away or do I need to wait until my contract runs out?

 

You can order a phone straight away, we will not recontract you if you choose to buy a phone.

 

Can I purchase a handset only from Sky and put my SIM from another provider into it?

 

Phones should always be taken with a Sky Mobile plan and you must remember to activate your SIM. If your SIM is never activated and you are paying for your phone with a credit agreement, you can be asked to repay the balance of your credit agreement in full.

 

Does Sky Mobile support WiFi calling?

 

We do not support WiFi calling for the moment. We hope to add support by Summer 2018. Keep an eye on the community for further updates.

 

Does Sky Mobile support visual voicemail?

 

We do not support visual voicemail for the moment. We hope to add support by Summer 2018. Keep an eye on the Sky Community for further updates.

 

 

 

Popular FAQs

 

 

What is Swap?


Swap is the new, affordable way to have the device you want when you want.  It’s quick, hassle free and there are no hidden charges.

When it’s time to Swap, we’ll buy back your old device, and put the money towards paying off your credit agreement balance so that you can get a brand new Sky Mobile device.  

If you don’t have a credit agreement, or there’s a surplus, we’ll put a credit on your Sky Mobile account.

When can I Swap?


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


When you’re eligible to Swap:

 

  • Swap 12 - after your 12th device payment instalment is added to your mobile bill up until the end of your original credit agreement period.
  • Swap24 – after your 24th device payment instalment is added to your mobile bill up until the end of your original credit agreement period.

Please note: This might not be the same day as your bill date. If you paid for your device in full, 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.

 

If you’re on Swap12 you have 12 months to Swap your device, or if you’re on Swap24 you have 6 months to Swap your device.


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 price we pay may be lower due to the damage.


To check how much the value will be reduced by if your device’s damaged, see our How damage will impact your Swap price PDF (243KB).


What if I don’t want to Swap?


If you prefer to hang onto your old device, your monthly device payments may change after 12 or 24 months (see your repayment schedule in your credit agreement), until the end of your credit agreement or until you find the device you want to Swap for.


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.


To check your monthly device payment details, go to Message Centre, select Inbox ‘View all’ and search for your ‘Sky Mobile credit agreement’.

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 complete your Swap in one working day. Then we'll apply a Swap credit to your 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 returns instructions and pre-paid returns packaging.


Once you've set up your new device, send your old one back to us by your deadline date to get the Swap price we’ve given you. You can find this in your Order Confirmation email or My Devices.

 


Swapping your device

 


Will it cost me to Swap?


There are no hidden charges. We'll give an estimated Swap price (buy-back value) and let you know if there's going to be anything left to pay on your old credit agreement.


Once you’ve returned your old device and we’ve checked the condition matches what you’ve told us we’ll confirm your final Swap price.


If the price 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.

Can I Swap and keep my 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.

 


Swap price

 


What’s the Swap price?


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

 

How’s the Swap option price calculated?


How much we’ll pay for your old device (the ‘Swap option price’) is based on:

 

  • You choosing to Swap as soon as you’re eligible (at 12 months with Swap12 or 24 months with Swap24),
  • Your device being in 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. A copy of your contract is also available from your Manage account.

The final Swap price (buy-back value)

 

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


The actual price we'll pay (final Swap price) will be confirmed once you’ve returned your device and we’ve checked its condition. Swapping any time after the 12th month (Swap12) or 24th month (Swap24) and any device damage will reduce your device’s value and the Swap price we’ll give you for it.

 

  • Each month you delay your Swap, the Swap price will be reduced in line with any repayments you should have made to your credit agreement each month.
  • To check how much your Swap price will be reduced by if your device’s damaged, see our How damage will impact your Swap price PDF (243KB).

The estimated Swap price we give you is only valid for the billing period (month) it's given in, so to take advantage of this price you’ll need to return your device by the date we give you (normally seven days before the end of the bill period in which you decided to Swap).  If you return your device later, the Swap price will be reduced (see above).

 

Returning 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 or tablet payments (if applicable) will continue for both devices.

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


After completing our checks, if the condition is not what we expected then we'll get in touch via email to let you know what the Swap price (buy-back value) is and let you know about your options.


You can either choose to accept the lower value, 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 Swap price, 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 value 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?


Probably. You can choose any new device you like, so your monthly payments will reflect the price for your new device.


As long as you send your old device back to us by your deadline date and there’s no balance on your old credit agreement to pay, your next bill will only be for your new device and current plan. Your Swap credit will show as an ‘adjustment’ against your credit agreement for your old device.


If the price we pay for your old device isn’t enough to pay all of the outstanding balance on your credit agreement (for example, because your device is damaged), your next bill will be higher as you’ll need to pay the difference via a one-off payment on your next bill, after you complete your Swap.


What happens to my old credit agreement?


You’ll be selling your old device back to us and the money will go towards paying off your credit agreement. As long as there’s no damage and the ‘market value adjustment’ does not apply, the value for your old device will pay off your credit agreement in full so you don’t need to pay anything to Swap.

 


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 or tablet 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 price 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 price 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.

Sam
Community Manager

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