topic Re: i have order a new 16 pro i have received without item inside in Sky Mobile

i have order a new 16 pro i have received without item inside

Vineeth7075 — Tue, 17 Dec 2024 07:25:27 GMT

Dear Sky Customer Service,

I hope this message finds you well.

I am writing to express my concern and frustration regarding a recent order I placed with Sky. I ordered a 16 Pro mobile [tracking ID (XXXXX65)], and upon receiving the package, I found that the item was missing. The box arrived sealed, but there was no mobile device inside.

This is incredibly disappointing, as I was expecting the delivery of my new phone. I kindly request that this matter be investigated urgently, and I am asking for a resolution at the earliest convenience.

I would appreciate it if you could provide the following:

Confirmation of the missing item from your side.
Information on how the situation will be addressed.
A prompt delivery of the 16 Pro mobile or a full refund.

Please let me know how we can move forward to resolve this issue. I look forward to your swift response and action on this matter.

Thank you for your attention to this urgent issue.

Re: i have order a new 16 pro i have received without item inside

63johnw — Tue, 17 Dec 2024 07:35:08 GMT

Hi @Vineeth7075 you aren't talking to sky CS here so you will need to call them to get this investigated. Call on 150 from a sky sim or use the link below and scroll to need more help at the bottom to find a number to use from any other network.

https://www.sky.com/help/home

Re: i have order a new 16 pro i have received without item inside

Jane142 — Tue, 31 Dec 2024 16:57:03 GMT

Hi ....could you please tell me if you have managed to get any help from SKY?

We are based in Shropshire. I ordered two new Iphone 16's last night from SKY for myself and my husband.

My husband accepted delivery of the boxes from DPD this afternoon.

When we opened both boxes (untampered) we discovered one box has an iphone included and other did not.

This seems like common theme reading this forum.

Any help would be very appreciated as we are very anxious about the situation.

Re: i have order a new 16 pro i have received without item inside

Daniel0210 — Tue, 31 Dec 2024 17:37:13 GMT

@Jane142

As advised to the OP you need to call Sky and report this asap so that they can start an investigation in conjunction with DPD.

Re: i have order a new 16 pro i have received without item inside

Vineeth7075 — Tue, 31 Dec 2024 17:40:16 GMT

I have complaint on the same day but still they are investigating. It's nearly 18 days but there is no update from their side still I am waiting

Re: i have order a new 16 pro i have received without item inside

Jane142 — Thu, 02 Jan 2025 16:25:23 GMT

We reported the issue to SKY immediately. However as it was NYE, we were told we would not hear for 48hrs.

Today I have recieved a text message to say I will get a call from SKY between 5-6pm.

We also reported to issue to the police and have a crime number.

SKY don't seem to be treating our case as urgent which is very disappointing.

Clearly this is fraudulent activity and from what I have read online, we are certainly not the first and only victims.

Re: i have order a new 16 pro i have received without item inside

L-walk — Sun, 05 Jan 2025 12:44:26 GMT

This happened to myself, and i am still waiting on sky to contact me. I received a empty box on the 3rd of December and have tried to contact numerous times, sent all pictures evidence etc. Everytime I call im told to sit tight and wait on a call. I tried messaging via the what's app option and got a response saying that they had completed the investigation and that I was liable for the phone. I called again and was told they were still investigating and to continue to wait. It's been over a month and im still no further forward. Feeling very very anxious between the what's app response and reading these forums, this seems to be happening a lot.

Re: i have order a new 16 pro i have received without item inside

Al501 — Sun, 05 Jan 2025 17:21:55 GMT

I had exactly the same thing happen to me - I ordered an iPhone 16 around 5th Dec but I received a battery charger instead. It seemed like it was swapped out at the packaging/logistics point. Sky have only just got back to me today (a month later) to say that DPD didn't find anything wrong (funny that) and as I had 'received' the item I would be required to pay every week until the contract expired. They had the audacity to ask if I was happy with this outcome! I've asked for it to be escalated and, if I don't get an answer I shall take it to the Ombudsman. Seems Sky have a problem with internal theft and are trying to pass off their losses onto the customer

Re: i have order a new 16 pro i have received without item inside

djmills21 — Sun, 05 Jan 2025 22:59:25 GMT

Interesting to hear I am not the only one, I ordered an iPhone 16 Pro Max and received an unsealed iPhone 15 Pro Max box with a phone in there that doesn't feel genuine or new.

Same issue of just being told that are "Investigating" and yet hear nothing back.

Re: i have order a new 16 pro i have received without item inside

L-walk — Thu, 09 Jan 2025 13:11:00 GMT

It is clear from these messages that there is a huge theft problem either internally with sky or within DPDs processing and neither are looking to take responsibility.
Thr customer service from sky has been extremely disappointing this is a lot of moneys worth that people are being left liable for and sky can't even call or communicate with their customers to reassure or even resolve the issue.

I am still no further forward and still waiting on a callback. Have you had any update progress?

Re: i have order a new 16 pro i have received without item inside

Jane142 — Thu, 09 Jan 2025 13:39:34 GMT

Sky have not communicated with us.

I believe I am being removed from this communication as I now cannot login via my phone.

This is an absolute scam.

Re: i have order a new 16 pro i have received without item inside

Jane142 — Thu, 09 Jan 2025 16:19:50 GMT

I am unable now to login to this community chat via my normal method, so I assume SKY are trying to block my messages and responses.

There is a huge issue here and SKY are not communicating with us at all.

We are still in contact with the police, but will now take it to the Ombudsman and no doubt it will eventually go to court.

(removed)

Moderator note: Removed campaigning.

Re: i have order a new 16 pro i have received without item inside

Jane142 — Thu, 09 Jan 2025 13:44:57 GMT

No response at all from sky. Please see my comments.

Re: i have order a new 16 pro i have received without item inside

Daniel0210 — Thu, 09 Jan 2025 13:46:03 GMT

@Jane142 wrote:

No response at all from sky. Please see my comments.

@Jane142

In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

Re: i have order a new 16 pro i have received without item inside

Al501 — Thu, 09 Jan 2025 13:46:05 GMT

My responses seem to keep being blocked & deleted re: this scam!

Re: i have order a new 16 pro i have received without item inside

Jane142 — Thu, 09 Jan 2025 13:47:10 GMT

Thank you Daniel. I am fully aware of that.

Re: i have order a new 16 pro i have received without item inside

Jane142 — Thu, 09 Jan 2025 13:53:42 GMT

Yes they are. And I have been unable to get on via my normal method.

I have screen shots of everything.

Re: i have order a new 16 pro i have received without item inside

Alr9693 — Sun, 13 Apr 2025 17:52:56 GMT

Hi did you manage to get this resolved? The same thing has happened to me

Re: i have order a new 16 pro i have received without item inside

Daniel0210 — Sun, 13 Apr 2025 17:56:16 GMT

@Alr9693

The post marked as the answer applies to you too.

Re: i have order a new 16 pro i have received without item inside

Alr9693 — Sun, 13 Apr 2025 18:00:59 GMT

@Daniel0210 yes I have been in touch with them however I'm wondering if others have got it resolved