topic Re: Sky have blacklisted a new handset in Sky Mobile

Sky have blacklisted a new handset

MRSFITZGERALD84 — Wed, 06 Nov 2024 21:40:40 GMT

I have received a new phone from sky. My bill is always paid on time no issues but the handset is blacklisted. Customer services have advised its because DPD marked the device as stolen - yet it was delivered to my house and signed for with photo proof. Now sky will not remove the blacklisting?

Customer services either don't know what's going on and keep saying it will take 24 hours but it has been nearly a week and we cannot use the handset.

Re: Sky have blacklisted a new handset

GD1 — Wed, 06 Nov 2024 21:55:33 GMT

@MRSFITZGERALD84 Best option is to raise a complaint via this link https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Sky have blacklisted a new handset

kypjac — Fri, 10 Jan 2025 16:07:07 GMT

The same is currently happening to me. Keep being told 24 hours but no change.

How did you resolve this in the end?

Thanks

Re: Sky have blacklisted a new handset

caesarome — Fri, 10 Jan 2025 16:10:41 GMT

@kypjac

It might be worth you raising a complaint as well as the link in the post above yours explains how to do this.

Re: Sky have blacklisted a new handset

kypjac — Fri, 10 Jan 2025 20:18:05 GMT

Thanks. I have raised a complaint and keep being told it'll be sorted in the next 24 hours and nothing. It's finally been removed from the blacklisting but still no signal

Re: Sky have blacklisted a new handset

MRSFITZGERALD84 — Sat, 11 Jan 2025 09:03:11 GMT

I had to call every day and kept being told it was being sorted the it turned out DPD had caused the issue. It took 10 days to sort it in the end and I had some credit back as compensation. No issues since.