Terrible complaints process for sky protect

Sal4863 — Wed, 29 Apr 2026 10:53:27 GMT

I have been having an issue with sky protect since the beginning of February. My son cracked his screen so I ordered a replacement phone. The phone I was sent wouldn't charge so I got back on to them and the arranged another replacement after a week. The 2nd phone that came through the screen switched off within a week. Back on the phone to them again and with the slow process a replacement was sent again. The problem this time was they sent the incorrect phone and memory. Back on the phone to them to ask what on earth is going on. They told me the imei number doesn't match what they have on there system. I told them the phone has literally just been delivered by dpd in a sealed box and this is what you have sent me. Complaint raised with sky heard nothing back on the phone to them again as my son needs his phone getting no further forward. Being told someone would get in touch with me. Heard nothing at all went on holiday kept my number active while on holiday for this phone call I am supposed to be getting. Heard nothing, in the mean time my son has dropped his phone in water which wouldn't have been a problem if he had the correct device as they are water resistant to a certain depth and time in the water. The phone won't switch on so back on the phone to them. Spoke to someone who apologised and understood it was sky error and tried to arrange a replacement but because of the multiple replacements for the faulty phone sky we're sending out couldn't process the claim as it flagged on the system and needed to be sent to back office to approve. I was told someone would contact me within a week. I heard nothing back so back on the phone to them spoke to another person who attempted to resolve the matter because they understood they messed up and wanted to help resolve the issue. Same problem couldn't process anything so popped me through to complaints. Complaints then told me the original complaint wasn't upheld because they aren't responsible for backing a phone up. I stopped the agent there and said the complaint was about you sending me the incorrect phone out. I was told someone tried calling me yesterday to which I replied I have had no phone call and no voicemail message or aren't to say a call has been missed. Asked to escalate to a manager. Was told would take 72 hours. Waited a week called them back as no one had called me to be told there's nothing the agent can do apart from escalate to back office and the reason a manger wouldn't have called is because there hasn't been an update. This is the worst customer experience I have ever had. I've worked over 2 decades in call centres and must say the whole process when something goes wrong is terrible. No one can use there common sense in resolving the issue. I even asked has anyone had the common sense to check where the correct imei handset has gone on your system. I worked for a mobile company for many years and know human error happens but there's ways of tracing what has gone wrong. But as a customer to be told time and time again that's the incorrect phone and there's nothing we can do is awful. The phone was replaced by you and the incorrect item has been sent to me is a sky problem not a me problem. I have multiple products insured by them and if this issue isn't resolved I'm cancelling the lot.

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Terrible complaints process for sky protect