topic Re: Phone Swap in Sky Mobile

Phone Swap

Horsa — Sat, 26 Oct 2024 22:40:20 GMT

I have not received the pre-paid packaging together with posting instructions to send my old device back to Sky.

Help please!

Re: Phone Swap

Daniel0210 — Sun, 27 Oct 2024 05:38:56 GMT

You can use the packaging the new device arrived in and the label should be in that packaging. If you've discarded it you can call Sky and request another.

Re: Phone Swap

PHDR — Sun, 27 Oct 2024 07:20:45 GMT

Why do I have to return MY PHONE FULLY PAID FOR if you've told me it's not worth anything?

Re: Phone Swap

Daniel0210 — Sun, 27 Oct 2024 07:33:42 GMT

@PHDR
You aren’t contacting Sky by posting on here. We are mainly customers trying to help other customers.

If your device is fully paid up it doesn't need returning. If it's fully paid up you also can't use it as part of a swap. Have Sky notified you it's fully paid up? How long have you had it and what Swap plain are/were you on?

Re: Phone Swap

PHDR — Sun, 27 Oct 2024 07:48:56 GMT

Yes Sky fully aware but as usual you can't speak to a real person, you just go round in circles. Phone fully paid for at least a year ago.

new one up and running but they keep saying change over not complete until old phone returned but they've already stated that old one Iphone6s not worth anything which I accepted.

so why return?

Re: Phone Swap

63johnw — Sun, 27 Oct 2024 07:59:49 GMT

Hi @PHDR if you went through the swap/upgrade process then sky expect a returned device. If you are saying that the phone was paid off more than a year ago then you shouldn't have been allowed to go that route. If a device is paid off you can't normally swap/upgrade you just order a new device. Have you carried out the swap process ? Call sky on 150 and when prompted don't speak and you should get through to speak to a person.

Re: Phone Swap

PHDR — Sun, 27 Oct 2024 08:14:47 GMT

Hi, I've been a customer of Sky for 23 years and accumulated data in Piggybank I exchange some of this data for a discount on the I phone 16 s, it all went through smoothly after they informed me the old phone was worth £0.
Must admit they were pressing me to upgrade ever since original contract ended as I said a least a year ago.

Thanks for your help I'll ring Sky and try to resolve. Looks more promising if I can speak to a real person.