topic Re: Mobile Phone Return in Sky Mobile

Mobile Phone Return

Cloudwatcher — Mon, 14 Oct 2024 22:04:10 GMT

I recently changed to Sky Mobile but unfortunately the phone seems to be faulty. I contacted customer service who agreed I could send it back. I asked about the credit agreement I took out over three years and he said that would be cancelled. However on the instruction email I received it states - If you have an outstanding credit agreement for your device, you’ll need to pay the remaining balance or your monthly repayments will continue. Is this correct?

Here is a copy of the conversation I had with customer service -

You

So what will happen with the payments for the loan?

Read

Ashutosh

at 16.07 Oct 14

Once we get the divice the loan agreement will get close

Re: Mobile Phone Return

63johnw — Tue, 15 Oct 2024 06:55:17 GMT

Hi @Cloudwatcher if you are within the 31 day cooling off period then you should be able to return it and cancel the agreement, provided the phone is faulty and it's not mechanical/water damage caused by you. If you are outside the cooling off period then sky will try and repair or replace the phone if it's faulty, they won't just cancel the agreement.

Re: Mobile Phone Return

Cloudwatcher — Tue, 15 Oct 2024 09:03:48 GMT

@63johnw

Thanks. There was no mention of a replacement just that I could return the phone. I definitely don't want to be paying for a phone I don't have! We shall see.🤔 The whole thing has been a nightmare to be honest.

Re: Mobile Phone Return

caesarome — Tue, 15 Oct 2024 09:10:04 GMT

Were you in the cooling off period, because if you were not as @63johnw saud above usually Sky will try to repair it.

Re: Mobile Phone Return

Cloudwatcher — Tue, 15 Oct 2024 09:17:39 GMT

@caesarome

Thanks. I only took out the contract last month so hopefully the returns policy will apply. It's so frustrating as the only communication is on line.

Re: Mobile Phone Return

caesarome — Tue, 15 Oct 2024 09:21:15 GMT

150 is the number to call Sky on from the device in question, just say nothig when asked anything by the bot.

Re: Mobile Phone Return

PandJ2020 — Tue, 15 Oct 2024 09:34:43 GMT

@Cloudwatcher wrote:
@caesarome
Thanks. I only took out the contract last month so hopefully the returns policy will apply. It's so frustrating as the only communication is on line.

Exact dates are important. Either you're within your cooling off period or not. (But as noted above returning a 'faulty' phone within the cooling off period may not be straight forward depending on the cause of the fault)

Re: Mobile Phone Return

Cloudwatcher — Tue, 15 Oct 2024 10:22:08 GMT

@caesarome

I tried that but because of the problem with the mobile I couldn't hear what he was saying so he texted the link to follow to do an on line chat. 😪

Re: Mobile Phone Return

Cloudwatcher — Wed, 16 Oct 2024 20:46:14 GMT

@63johnw

Thanks for your comments. I have sent the phone back and will wait to see what happens.