topic Re: Terrible customer service in Sky Mobile

Terrible customer service

joostyboy — Tue, 10 Dec 2024 05:57:34 GMT

Ordered a new phone over three weeks ago. Incorrect one was sent so have been trying to return this and getting the phone I ordered.!!!

Mobile Investigation Team apparently are the only ones that can help and they can't be contacted and have not contacted me after numerous requests to do so.

im just about to have a payment go out for the new phone I still don't have!!!!!

been with sky for over 20 years and this has been disgraceful service.

i have contacted sky probably

Re: Terrible customer service

63johnw — Tue, 10 Dec 2024 06:38:08 GMT

Hi @joostyboy you could try a formal complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Terrible customer service

joostyboy — Tue, 10 Dec 2024 12:18:26 GMT

Thank you for the response.

Will do that complaint form but don't hold much hope for a reply.

Re: Terrible customer service

RU85 — Thu, 27 Feb 2025 16:01:05 GMT

Hi,

Horrific service.

I'm in a similar situation as I type this. Ordered an iPhone 16 and and iPad Air to upgrade our current contracts. Only for them to accept the iPhone order and block the iPad order (despite their customer service allowing me to make multiple attempts are reordering and Sky cancelling each time). Now their investigations team have holding my account hostage (I can do anything with it!), can't see do nowt with the iPhone, can't cancel services due to poor customer service, don't even know if the iPad is going through. But, Sky are still ploughing ahead with billing!

contacted Sky on multiple occasions: it went from being promised a return call after 24hrs, then to 72hrs. It's now been 120hrs since holding my account hostage, and they are still repeating the lie of "the investigations team will be in touch within 72hrs".

Poor poor service alround.