topic Re: Your services are currently being restricted when trying to upgrade mobile in Sky Mobile

Your services are currently being restricted when trying to upgrade mobile

KellyThompson — Tue, 31 Dec 2024 13:11:25 GMT

Trying to upgrade my mobile and getting the error - Your services are currently being restricted There is an outstanding action on your account which is resulting in your services being restricted. Find out how to remove these restrictions.

There is a button underneath to reinstate my services which i click on and start again but keep going round in circles

The only thing i can think of is there was an old swap that was cancelled but this phone has now been fully paid off

Re: Your services are currently being restricted when trying to upgrade mobile

caesarome — Tue, 31 Dec 2024 13:13:17 GMT

@KellyThompson

I take it your phone is not restricted in anyway so you can use it as normal ?

Re: Your services are currently being restricted when trying to upgrade mobile

KellyThompson — Tue, 31 Dec 2024 13:13:53 GMT

Yep , the phone is fine

Re: Your services are currently being restricted when trying to upgrade mobile

caesarome — Tue, 31 Dec 2024 13:14:57 GMT

@KellyThompson

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Your services are currently being restricted when trying to upgrade mobile

Tom-W19 — Tue, 31 Dec 2024 13:19:51 GMT

Thanks for escalating. We've sent an invite to @KellyThompson.

Re: Your services are currently being restricted when trying to upgrade mobile

KellyThompson — Tue, 31 Dec 2024 13:24:42 GMT

Thank oyu , had the chat come up and started messaging

Re: Your services are currently being restricted when trying to upgrade mobile

SadMuppet — Wed, 01 Jan 2025 15:37:44 GMT

Hi - I also have this problem, and was LIED to by Sky Support saying there was/is a bug (?) in the software and was going to be fixed in 1 to 2 hours - this was on 24/12/2024 - so looks like it's still a problem.

We are upto date with all our payments - Sky had better sort this as 2 accounts are easily moved to competitors.

Re: Your services are currently being restricted when trying to upgrade mobile

Addie15 — Thu, 02 Jan 2025 10:09:21 GMT

Hi there, @SadMuppet. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Your services are currently being restricted when trying to upgrade mobile

new2q — Fri, 03 Jan 2025 10:00:24 GMT

I'm getting the same when trying to look at phone upgrades and adding an iwatch to the account. We have 3 sims on the account and all payments are up to date.

Re: Your services are currently being restricted when trying to upgrade mobile

caesarome — Fri, 03 Jan 2025 10:05:44 GMT

@new2q

Would you like Sky's messaging team to contact you via here about this ?

Re: Your services are currently being restricted when trying to upgrade mobile

new2q — Fri, 03 Jan 2025 10:16:19 GMT

Yes please!

Re: Your services are currently being restricted when trying to upgrade mobile

caesarome — Fri, 03 Jan 2025 10:21:25 GMT

@new2q

I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Your services are currently being restricted when trying to upgrade mobile

new2q — Fri, 03 Jan 2025 10:22:57 GMT

Thank you so much!

Re: Your services are currently being restricted when trying to upgrade mobile

new2q — Mon, 06 Jan 2025 19:02:20 GMT

Hi, I never got the chat bubble, could you escalate this again please??

Many thanks

Re: Your services are currently being restricted when trying to upgrade mobile

SadMuppet — Mon, 06 Jan 2025 19:17:59 GMT

Hi new2q.

I chatted to someone when the bubble appeared. But they advised to phone Sky.

thanks

Re: Your services are currently being restricted when trying to upgrade mobile

caesarome — Mon, 06 Jan 2025 19:20:20 GMT

@new2q wrote:

Hi, I never got the chat bubble, could you escalate this again please??

Hi @new2q

I have escalated your post again so if they don't make contact tomorrow then you will have to phone in.

Re: Your services are currently being restricted when trying to upgrade mobile

Tom-W19 — Tue, 07 Jan 2025 10:53:54 GMT

Thanks for escalating. We've sent an invite to @new2q.

Re: Your services are currently being restricted when trying to upgrade mobile

Folasade12 — Sat, 01 Feb 2025 06:25:30 GMT

Can the restrictions on my mobile be removed

Re: Your services are currently being restricted when trying to upgrade mobile

63johnw — Sat, 01 Feb 2025 06:41:08 GMT

Hi @Folasade12 are your services restricted due to non/late payment of your bill ?

Re: Your services are currently being restricted when trying to upgrade mobile

new2q — Sat, 01 Feb 2025 09:08:44 GMT

No, I've never missed a payment in 20+ years. I've spoken to several people at sky now, all very helpful and lovely, and none of them can understand what's going on. They're still looking into it for me.