topic Re: Sky Mobile Failure in Sky Mobile

Sky Mobile Failure

EPS — Sun, 17 Nov 2024 10:31:05 GMT

I am hoping that a Sky colleague sees this and can help me. I am self employed and also a key volunteer organising my local Remembrance Parade for which I need my exisiting mobile number. I wanted to take up my Sky Gold VIP offer for Sky Mobile, but after 1 hour on the phone, seven different employees and a litany of incompetent, unclear explanations I gave up. Not one person could clearly and accurately advise me on how Sky Mobile changes over to my number, how long it would take or what the stages in the process are. I cannot afford to lose this number for my business alone, never mind the other reasons, and adding an e-sim to my phone is perfectly possible, but it was not possible according to the last Sky employee I spoke with.

I am currently coming up to my contract renewal for all my Sky services, and this latest failure on top of other problems, has left me feeling that I might as well ditch Sky completely.

Has anyone else had so much difficulty with the Sky Mobile process?

Re: Sky Mobile Failure

Daniel0210 — Sun, 17 Nov 2024 11:04:05 GMT

@EPS wrote:

I cannot afford to lose this number for my business alone, never mind the other reasons

@EPS

Be aware that Sky Mobile discussed here is a domestic service and not for business use.

Re: Sky Mobile Failure

EPS — Sun, 17 Nov 2024 10:45:32 GMT

@Daniel0210 It's my principally personal phone number, which is now also used for my dog walking business so clients can contact me. I have had this number for decades and don't want to lose it. Sky Mobile would have been brilliant for helping me with the data package I could have got, if it had worked.

I need a moderator to see this really, but don't know how to contact anyone at Sky more directly.

Re: Sky Mobile Failure

Daniel0210 — Sun, 17 Nov 2024 10:50:18 GMT

@EPS

At the top of the contract it says "Sky Mobile is a service for the personal use of UK consumers only."

Re: Sky Mobile Failure

TimmyBGood — Sun, 17 Nov 2024 10:52:02 GMT

@EPS wrote:

how Sky Mobile changes over to my number, how long it would take or what the stages in the process are.

This is the same process for any cellular network move, and involves the user obtaining a PAC number from their current network and providing this to the new supplier. The designed timescale is one working day.

Re: Sky Mobile Failure

TimmyBGood — Sun, 17 Nov 2024 10:53:12 GMT

@EPS

https://www.sky.com/help/articles/sky-mobile-keep-your-number

Re: Sky Mobile Failure

TimmyBGood — Sun, 17 Nov 2024 10:57:42 GMT

@EPS

Note that as @Daniel0210 advised above, there's no point raising the issue of a business phone number with Sky support staff as that makes no difference to the process and is just likely to confuse the issue.

Re: Sky Mobile Failure

EPS — Sun, 17 Nov 2024 10:57:33 GMT

@TimmyBGood Thank you - that was part of what was explained, and that I tried. It was after that I experienced the horrendous phone call and incompetent service. I couldn't activate the sim, despite my best efforts and the employees didn't help.

Re: Sky Mobile Failure

TimmyBGood — Sun, 17 Nov 2024 10:59:38 GMT

@EPS wrote:

I couldn't activate the sim, despite my best efforts and the employees didn't help.

OK: initial SIM activation is entirely different.

Are you certain that the handset you are using isn't locked to its previous network?

Re: Sky Mobile Failure

TimmyBGood — Sun, 17 Nov 2024 11:00:39 GMT

@EPS

https://www.sky.com/help/articles/sky-mobile-activate-your-sim