topic Sky mobile swap in Sky Mobile

Sky mobile swap

roydie — Tue, 13 May 2025 21:09:54 GMT

i swapped my iPhone 14pro for a 16pro which was in immaculate condition and working fine.

Sky gave me an offer which equalled my debt with my contract so I sent it back. Now they are saying the phone has a hardware fault, they cannot or will not tell me what that problem is and have halved their initial offer for my phone. How do I find out if this reason is legit or not.

Re: Sky mobile swap

caesarome — Tue, 13 May 2025 21:14:52 GMT

@roydie wrote:

How do I find out if this reason is legit or not.

Ask them as that is all you can do, if they continue to refuse to explain what the actual issue is then ask for it back and perhaps cancel the swap which will mean you will have to pay of the device yourself and as long as you do that you are free to sell it privately if there is no fault with it.

Failing that put in a complaint:

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

Re: Sky mobile swap

NL3 — Fri, 01 Aug 2025 22:11:24 GMT

Did you get this resolved? I've literally just had the same issue and it stinks of a scam

Re: Sky mobile swap

joyful41 — Thu, 07 Aug 2025 09:45:44 GMT

Hi I would also be interested if this has been resolved as I have had an email this morning regarding my swap saying Iphone 14 pro has a hardware problem but they are unable to discuss this with me! They have also reduced my swap value by 50%.

Re: Sky mobile swap

NL3 — Thu, 07 Aug 2025 09:51:25 GMT

Good luck! I've spent hours and hours on the phone and kept being transferred to new advisors without being told and having to explain the issue all over again. I finally

got told yesterday that what's actually

happened is that the phone wasn't tested within the 14 days - was late sending it back due to eSIM issue but they were aware and had apparently extended it but clearly hadn't. I've been verbally told that the £210 charge won't be applied but it's still showing on my upcoming bill. When I have time I'm going to write a really strong email as the whole experience has genuinely been awful. One advisor offered to waive 50% of the 50% so that I'd only have to pay £107 and when I refused he told me I should see the bigger picture!!! I was fuming at that point

Re: Sky mobile swap

joyful41 — Fri, 08 Aug 2025 15:46:06 GMT

Thanks for reply I've just spent my second day explaining things to another 6 people & have now raised it as a dispute which I've been told will be sorted no later than Monday!

Re: Sky mobile swap

Fedup219 — Tue, 19 Aug 2025 06:51:33 GMT

Add me to this list! Just had the same email with an unspecified damage mentioned and 50% reduction. The phone was in perfect working order. I'm disugusted with Sky over this. Had broadband and TV issues with them in the last year or so too, and each time they couldn't care less about helping to resolve. I've sent a complaint in but don't expect much given recent experiences.

Re: Sky mobile swap

oliviajad — Fri, 19 Sep 2025 13:23:33 GMT

Did you get any further with this? I've just had the same experience - sent my iPhone 14 Pro Max in, stated hardware issue, rang them up and they specified that it wouldn't show up when plugged into a computer, received the phone back and tested this out for myself to find that it does connect to a computer. Stupidly, I sent it back to sky after phoning an advisor who apparently put notes on my 'file' stating I have video evidence that it works. Low and behold- same thing happened again but instead I was told via live chat that it could be any hardware issue and they couldn't specify what was wrong with it. 50% reduction in price. Raised a complaint via live chat which they immediately closed:

Re: Sky mobile swap

joyful41 — Fri, 19 Sep 2025 14:59:03 GMT

Hi Oliviajad

yes I eventually got this sorted out to my satisfaction but it took about 3 weeks. I dealt with this via the phone & kept a record of every person & department that I was transferred to along with every different reason/fault that they gave me! I also raised this as an official complaint on each telephone call I made to them. Eventually a very helpful member of staff rang me and listened to my complaint and dealt with it there and then.

Re: Sky mobile swap

oliviajad — Fri, 19 Sep 2025 16:56:50 GMT

Currently on my third phone call - been passed around to every single department going. Did they end up settling your contract? And did they ever say what the fault was? It's beginning to feel like this is some sort of scam to get you to pay out money to them even though it's agreed with the Swap that the phone would cover the cost of the remaining contract if it's kept in good condition...