topic Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad in Sky Mobile

Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Fri, 23 May 2025 09:47:29 GMT

While travelling in Spain, my Sky Mobile SIM suddenly stopped working. After buying a spanish SIM I spent five hours battling their hopeless messaging system—slow, repetitive, and utterly ineffective. I verified my identity multiple times, re-entered APNs, tried different phones, reset everything. Still no service.

I asked basic questions like “Which network should I be roaming on?”—no straight answers. Just scripted replies and disappearing agents.

Then I tried to cancel my contract through their online complaints procedure, now I get daily emails saying they’ve “tried to call me”—on the very number I reported as non-functional.

Sky Mobile Ireland is a joke. If you value support that actually works—especially when travelling—stay well clear.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

Greenfingers001 — Sat, 24 May 2025 08:22:08 GMT

Hi there @nigeldclegg , 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. Please be aware conversations automatically close if there is no response within 48 hours.

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: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Sat, 24 May 2025 10:15:12 GMT

Part one of two:

15/05/2025, 15:53 - Customer: Hi

15/05/2025, 15:53 - Sky Ireland: *Virtual Assistant* Hi, I'm Sky's Virtual Assistant here to get you the help you need.

15/05/2025, 15:53 - Sky Ireland: *Virtual Assistant* To save you time and get you the best help quicker, we need to confirm your details. Use this secure link and sign in with your Sky iD: Having trouble? Let me know if you need a hand ¸

15/05/2025, 15:53 - Customer: My mobile number 08965xxxxx isn't working suddenly

15/05/2025, 15:53 - Sky Ireland: *Virtual Assistant* In a short sentence, please let me know what you need help with.

5/05/2025, 15:54 - Sky Ireland: *Virtual Assistant* You've been transferred into the queue for a Broadband expert. It looks to be about a 5 mins wait. Feel free to go about your day and they'll be in touch once they've worked on your query.

15/05/2025, 15:54 - Sky Ireland: Hi there! Thanks for choosing our messaging service, Nishanthi will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on.

15/05/2025, 15:55 - Customer: I have a mobile issue

15/05/2025, 15:55 - Sky Ireland: *Nishanthi* Hi good afternoon, Nisha here. Thank you for contacting Sky Ireland, hope you and your family are doing fine. I'm happy to assist you. To get started, I just need to access your account. Could you please confirm the following details for me? * Your full name * Your complete address, including Eircode * Whether you are the Sky account holder * Your Sky account number or viewing card number

15/05/2025, 15:55 - Customer: First, can you help with my SIM not working suddenly

15/05/2025, 15:56 - Customer: Hello

15/05/2025, 15:57 - Sky Ireland: *Nishanthi* Can you confirm the following information for me please? * Your full name. * Your address with Eircode. * Your email address * Your contact number.

15/05/2025, 15:59 - Customer: This is the worst. My SIM has stopped working suddenly. Your system to get simple help has taken an hour so far, without my being able to speak with an actual person. Are you an actual person? Do you deal with mobile SIM cards, before I spend more time here.

15/05/2025, 16:01 - Sky Ireland: *Nishanthi* I do but before that please confirm the following information for me please? * Your full name. * Your address with Eircode. * Your email address * Your contact number. 15/05/2025, 16:01 - Customer: Customer

15/05/2025, 16:02 - Customer: "my email"

15/05/2025, 16:02 - Customer: My number that doesn't work "my sky mobile"

15/05/2025, 16:02 - Customer: An alternative number that does work "my mobile"

15/05/2025, 16:03 - Sky Ireland: *Nishanthi*

15/05/2025, 16:05 - This business is now using a secure service from Meta to manage this chat. Tap to learn more.

15/05/2025, 16:05 - Customer: DONE

15/05/2025, 16:05 - Customer: although I just updated my bank a couple of days ago so I gave you the previous one

15/05/2025, 16:07 - Customer: My customer number "my sky customer no"

15/05/2025, 16:07 - Customer: If that helps

15/05/2025, 16:07 - Sky Ireland: *Nishanthi* We're sorry, but because the answers you gave to your security questions don't match what we have on your account, I can't go any further with this chat today. We take the security of our customer's details with great care and make sure your personal information is safe. Don't worry, give us a quick call on "sky customer no" or "sky customer no" and we'll reset your security questions. It means you can message us again in future. You might be placed on hold for a while and asked to continue with chat by a bot. Please stay connected and wait on the line so that a Sky agent can be connected to you.

15/05/2025, 16:07 - Customer: Hang on. Send it again. I told you I've just changed bank

15/05/2025, 16:08 - Customer: I'm currently on holiday in Spain, without my phone working, so could do with your help please

15/05/2025, 16:09 - Sky Ireland: *Nishanthi* Sorry, those characters don't match what we have. I'll send you another link to try again. Please click on the following link to answer a quick security question Remember, the password might not be the same as the one you use to log in to Sky.com. The link expires after an hour, but we can send another if that happens. Once you've done that, reply to this message with â€˜DONE'

15/05/2025, 16:10 - Customer: DONE

15/05/2025, 16:10 - Sky Ireland: *Nishanthi* Thank you for confirming. I'd like to make sure you're through to the right team, can you please advise what issue or query you have and provide as much detail about it as possible?

15/05/2025, 16:11 - Customer: My SIM has suddenly stopped working. I've tried it in another phone also 15/05/2025, 16:12 - Sky Ireland: *Nishanthi* Can you please remove the sim and restart the phone twice and check.

15/05/2025, 16:12 - Customer: Yes, I've done that

15/05/2025, 16:13 - Customer: The APN is showing as tele2

15/05/2025, 16:13 - Customer: And I can't manually change it to mobile.sky

15/05/2025, 16:14 - Sky Ireland: *Nishanthi* Can you please confirm the device which you have? 15/05/2025, 16:14 - Customer: It's a Cat S75

15/05/2025, 16:14 - Customer: It's on now.. But not connecting

15/05/2025, 16:16 - Sky Ireland: *Nishanthi* Change the APN settings from mobile.sky to 4g.tele2.se 15/05/2025, 16:17 - Customer: Done

15/05/2025, 16:18 - Customer: Still not connecting. I also put it in flight mode for a moment

15/05/2025, 16:20 - Customer: If I try to manually choose a network it finds Orange, Vodafone and Movistar but all forbidden

15/05/2025, 16:22 - Customer: They're was a storm a couple of nights ago, when it stopped working. Can you tell if the network is down here. I'm currently in AINSA, Spain

15/05/2025, 16:25 - Sky Ireland: *Nishanthi* Thank you for confirming, please allow me a sometime. 15/05/2025, 16:25 - Customer: Thank you

15/05/2025, 17:02 - This business is now using a secure service from Meta to manage this chat. Tap to learn more.

15/05/2025, 17:06 - Customer: How are we doing Nishanthi?

15/05/2025, 17:11 - Customer: Are you still with me?

15/05/2025, 17:20 - Sky Ireland: *Nishanthi* I'm sorry for the late response, can you please let me know if you are able to make calls?

15/05/2025, 17:21 - Customer: It says mobile network not available

15/05/2025, 17:22 - Customer: I have a question, when I manually search for a network and it brings up Orange movistar and Vodafone all of them say forbidden. is that correct?

15/05/2025, 17:24 - Sky Ireland: *Nishanthi* To reset the network settings on your Cat S75, follow these steps: 1. Open the Settings app on your device. 2. Scroll down and tap on System. 3. Select Advanced, then tap on Reset options. 4. Choose Reset Wi-Fi, mobile & Bluetooth. 5. Tap Reset settings, then confirm by tapping Reset settings again. This process will clear all saved Wi-Fi networks, paired Bluetooth devices, and mobile data settings. You will need to reconnect to Wi-Fi networks, re-pair Bluetooth devices, and reconfigure mobile data settings after the reset.

15/05/2025, 17:26 - Customer: Done

15/05/2025, 17:27 - Customer: I've switched roaming back on but still no service

15/05/2025, 17:29 - Customer: Do you know which network I should be connecting to here in Spain? 15/05/2025, 17:29 - Customer: Because they all say forbidden

15/05/2025, 17:30 - Customer: <Media omitted>

15/05/2025, 17:30 - Sky Ireland: Sorry! Unfortunately files cannot be shared with the brand.

15/05/2025, 17:30 - Customer: Ok

15/05/2025, 17:32 - Sky Ireland: *Nishanthi* Please follow the below mentioned steps: Internet APN Settings: Name: Sky Mobile Internet APN: 4g.tele2.se Username: None Password: None MCC: 272 MNC: 25 APN Type: Default

15/05/2025, 17:39 - Customer: For some reason it no longer gives me access to change those settings or to add a new APN

15/05/2025, 17:43 - Sky Ireland: *Nishanthi* Thank you for confirming, please do not add a new APN, please edit it in the old APN itself.

15/05/2025, 17:45 - Customer: Ok

15/05/2025, 17:46 - Customer: No service

15/05/2025, 17:50 - Sky Ireland: *Nishanthi* Please upload the screenshot of the edited APN settings by clicking onto this link https://www.sky.com/myphoto Could you please provide me with the reference number you receive after posting the photos? Thank you! You need to upload the picture using the provided link and then send me the reference number you receive after uploading. That way, I'll be able to view the photo.

15/05/2025, 17:53 - Customer: It won't let me access it again it says access point settings are not available for this user 15/05/2025, 17:53 - Customer: So if I click to reset to default I get the Teletubbies services but the settings are slightly different the APN is internet dot telly2.se and the MCC is 240 and the MNC is 07 15/05/2025, 17:54 - Customer: It won't let me edit them

15/05/2025, 17:57 - This business is now using a secure service from Meta to manage this chat. Tap to learn more.

15/05/2025, 17:57 - Customer: If I tried to change the MCC and MNC it won't save

15/05/2025, 17:58 - Customer: Oh and not in the picture the APN protocol is ipv4

15/05/2025, 18:00 - Sky Ireland: *Nishanthi* Thank you confirming, please restart the device 2 times now and try it once again to edit.

15/05/2025, 18:01 - Customer: Ok

15/05/2025, 18:01 - Customer: Should I try developer mode?

15/05/2025, 18:03 - Customer: It says access point name settings are not available for this user 15/05/2025, 18:04 - Sky Ireland: *Nishanthi* Please try in other device and let me know if it is working? 15/05/2025, 18:08 - Customer: Ok. Can I come back to this chat tomorrow because I have to move from where I'm parked?

15/05/2025, 18:09 - Customer: I also see that people have reported the same issue on forums regarding sky mobile roaming in Spain being a problem.

15/05/2025, 18:09 - Customer: Although it did work perfectly until a couple of days ago

15/05/2025, 18:09 - Customer: I can't help wondering if it's the Spanish network that is preventing roaming at the minute

15/05/2025, 18:10 - Customer: Thank you so much for trying for me and hopefully it will get started tomorrow

15/05/2025, 18:19 - Sky Ireland: *Nishanthi* Thank you, you can get back to us anytime. Please feel free. Additionally can I go ahead and close this chat?

15/05/2025, 18:20 - Customer: Can I re open it tomorrow?

15/05/2025, 18:21 - Sky Ireland: *Nishanthi* You can surely come back tomorrow, myself or my college will takeover the chat.

15/05/2025, 18:22 - Customer: Thank you

16/05/2025, 13:33 - Customer: To update you, my issue is still not resolved. I tried to use the settings you gave me in another phone and again they were rejected by the phone.

16/05/2025, 13:33 - Sky Ireland: *Virtual Assistant* Thanks for getting back to us. I've put you in the queue for an expert to pick up where you left off.

16/05/2025, 13:34 - Customer: The problem still appears to be that all the networks in Spain are locked to Sky mobile

16/05/2025, 13:51 - Sky Ireland: Hi there! Thanks for choosing our messaging service, Valli will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on. 16/05/2025, 13:52 - Sky Ireland: *Valli* Hi, your through to Valli here at Sky. I can see from your interaction with our Virtual Assistant that you're looking to Sky mobile. Before we go any further, I need to ask some security questions to access your account. Can you please confirm: * Account number/Viewing card No. * Full name & address including Eircode. * Are you the named account holder. * Email & mobile number linked on the account.

16/05/2025, 13:58 - Sky Ireland: *Valli* Please allow me few minutes I will access your account and get back to you.

16/05/2025, 13:58 - Customer: Are you able to read through all my previous messages yesterday to see what the issue is?

16/05/2025, 13:58 - Customer: Ok

16/05/2025, 14:00 - Customer: It appears that the problem is with Sky mobiles roaming agreement in Spain as all the networks are closed to me

16/05/2025, 14:00 - Customer: I have also seen on your forums that I am not alone with this problem 16/05/2025, 14:07 - Sky Ireland: *Valli*

16/05/2025, 14:08 - Customer: DONE

16/05/2025, 14:18 - Sky Ireland: *Valli* Excellent! Thank you for the confirmation. Your account has been successfully verified. Let me go through your account and do the needful for you. I do see your query regards to Sky Sim is not working am I right?

16/05/2025, 14:19 - Customer: It's not working in France because all the networks are saying forbidden 16/05/2025, 14:19 - Sky Ireland: *Valli* When you are in roaming, the device behaviour should be, that the device will look for an available network in that country that we have a direct relationship with. However, we know there are some scenarios where this is not happening automatically. You will need to change manually. The APN settings on your device needs to be updated. Under the â€œMobile Dataâ€ section, they should change APN to 4g.tele2.se The Username and Password should be left blank. This should enable their data when you are roaming. When you return home, they will then need to go back to their APN settings and change back to Mobile.sky

16/05/2025, 14:21 - Customer: I did that yesterday. Still 'forbidden'

16/05/2025, 14:28 - Sky Ireland: *Valli* Can you please confirm if your able to make or receive calls? 16/05/2025, 14:28 - Customer: No

16/05/2025, 14:31 - Sky Ireland: *Valli* I have tried resetting the network settings. Has this fixed the issue? 16/05/2025, 14:33 - Customer: Sorry, no

16/05/2025, 14:33 - Customer: It worked perfectly in Spain until about two days ago

16/05/2025, 14:34 - Customer: The phone can search and find Vodafone orange and movistar networks but they are all forbidden

16/05/2025, 14:46 - Sky Ireland: *Valli* Can you please confirm which device are you using?

16/05/2025, 15:02 - Customer: We did ask that yesterday

16/05/2025, 15:05 - Sky Ireland: *Valli* I request you to re-confirm the above information?

16/05/2025, 15:06 - Customer: Cat S75 16/05/2025, 15:07 - Customer: And we tried a different phone 16/05/2025, 15:08 - Customer: It was working in Spain. Nothing changed. It just stopped working. It's definitely not the phone (either of them)

16/05/2025, 15:10 - Customer: So by a process of elimination it can only be a network problem

16/05/2025, 15:14 - Sky Ireland: *Valli* Can you please confirm is it only on your Sky SIM or other Sky SIMs as well?

16/05/2025, 16:27 - Customer: I only have one sky SIM. The phone works with other network sims 16/05/2025, 16:27 - Sky Ireland: *Holder Bot* Due to inactivity, your agent is no longer available. You'll be returned to the queue and a new agent will continue your conversation where you left off.

16/05/2025, 16:27 - Sky Ireland: Hi there! Thanks for choosing our messaging service, Syed will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on.

16/05/2025, 16:28 - Sky Ireland: *Syed* Hi Nigel, your through to Syed here at Sky Ireland. I can see from your interaction with our Virtual Assistant that you're looking for Sky SIM query. Before we go any further, I need to ask some security questions to access your account. Can you please confirm: Full name. Are you the named account holder?

16/05/2025, 19:58 - Customer: Hi

16/05/2025, 19:59 - Customer: Hello

16/05/2025, 19:59 - Sky Ireland: *Virtual Assistant* Thanks for getting back to us. I've put you in the queue for an expert to pick up where you left off. 16/05/2025, 20:04 - Sky Ireland: *Sky's Virtual Assistant* Sorry we didn't manage to get you through to an expert today. We're closed now, but don't worry, I'll get back in touch with you when we're back open at 08:30.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

PandJ2020 — Sat, 24 May 2025 10:25:18 GMT

You need to engage with the Sky escalation...

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Sat, 24 May 2025 13:08:51 GMT

Hi, thank you. After five hours and completing their complaints form, I don't know how to do that, despite being computer savvy. I don't think it's possible. This is already affecting my mental health and making me feel physically ill. I'm unable to continue with it. I just give up. It's one of the worst experiences of my life.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

Daniel0210 — Sat, 24 May 2025 13:16:38 GMT

@nigeldclegg
You should see a blue/red speech bubble at the bottom of your forum page. You’ll have just 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 09:52:07 GMT

So after completing the Sky online complaints form expressing my wish to cancel the contract (still not cancelled) since Sky roaming doesn't work and my SIM won't connect to a network I received this reply by email. Can anyone see the problem here?

Re: Mobile complaint [Removed]

Hello Nigel,

Thank you for your email.

I have tried contacting you by phone at 11 01 but have been unsuccessful.

We will attempt to call you again in the coming days to discuss your query.

Moderator notes: Removed personal info

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 09:53:30 GMT

and then again....I'm still not cancelled.

Re: [EXTERNAL] Re: Mobile complaint [Removed]

Sky Help Ireland

Thu 22 May, 14:38 (4 days ago)

Hello Nigel,

Thank you for your e-mail.

I have tried contacting you by phone at 14.35pm but have been unsuccessful.

So I replied to them and now I receive nothing at all...22 May 2025, 14:50

Hi,

Thank you for your second email telling me you've tried to call me.

Why do you keep trying to call me when the SIM won't connect to a network here in Spain? It's pointless/ridiculous.

You've given me a number to call you, despite the fact I've told you my SIM doesn't connect to a network and that I can't call that number you keep giving me from abroad.

So, in simple terms, you can't call me.

I can't call that number from Spain. It doesn't work.

I've now spent five hours on WhatsApp with your customer services to try to resolve the connection problem.

I can only contact you now by email and I've requested you to cancel the contract since you have failed to provide roaming services.

Honestly, this experience with Sky customer services is the absolute worst. I'm going round in circles.

Just cancel my contract please. I'm understandably at the end of my tether.

Moderator notes: Removed personal info

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 07:16:08 GMT

more whatsapp. This is into hour number five....A masterclass of disgraceful customer service. I wonder what Sky thinks about this service they give to their paying customers?

19/05/2025, 16:26 - Sky Ireland: *Maria* I see you been in a contract for the sim we can't able to proceed with the cancellation.

19/05/2025, 16:27 - Customer: the sim won't connect to the network. you are not providing your end of the contract

19/05/2025, 16:28 - Customer: you are in breach of the contract

19/05/2025, 16:29 - Sky Ireland: *Maria* You can use the roaming service your sim will work.

19/05/2025, 16:29 - Customer: OMG. It doesn't work. All networks here are 'forbidden'

19/05/2025, 16:30 - Customer: Last week while in Spain I could no longer connect to the network.Â I bought a SpanishÂ SIM and contacted your customer services through whatsapp.Â After four hours of trying to fix this problem, including using a different mobile phone and changing APN settings, I still cannot connect to the network as they all say 'forbidden'.

19/05/2025, 16:30 - Customer: Your customer services have tried to fix it. But they can't

19/05/2025, 16:40 - Customer: hello?

19/05/2025, 16:40 - Sky Ireland: *Maria* We can able to provide the service just add roaming to your subscription.

19/05/2025, 16:41 - Customer: this is riddiculous. I've now spent five hours with Sky to try to solve the problem and you now think you can say it works

19/05/2025, 16:41 - Customer: IT DOESN'T WORK

19/05/2025, 16:41 - Customer: It was working, then it stopped

19/05/2025, 16:42 - Customer: Five hours with Sky so far and now I've got you

19/05/2025, 16:42 - Customer: Sky has the absolute worst customer services

19/05/2025, 16:43 - Customer: If you bothered to check, you would see that I have roaming

19/05/2025, 16:43 - Sky Ireland: *Maria* You need to follow trouble shooting steps then the sim will work. Would that be okay ?

19/05/2025, 16:44 - Customer: I HAVE SPENT 5 HOURS following trouble shooting. No More!!

19/05/2025, 16:44 - Customer: Cancel my contract now

19/05/2025, 16:47 - Sky Ireland: *Maria* That's the only option available, you need to follow the trouble shooting steps. If you won't get any resolution then we will proceed with the cancellation. Would that be okay ? 19/05/2025, 16:47 - Customer: I have done that

19/05/2025, 16:47 - Customer: It's been done

19/05/2025, 16:47 - Customer: for five hours

19/05/2025, 16:47 - Customer: how many hours should I spend doing this?

19/05/2025, 16:48 - Customer: 10

19/05/2025, 16:48 - Customer: 20

19/05/2025, 16:48 - Customer: I am formally requesting you cancel my contract now

19/05/2025, 16:48 - Customer: As I have already done what you are requesting#

19/05/2025, 16:49 - Customer: clips of previous chats

19/05/2025, 16:49 - Customer: clips of previous chats»

19/05/2025, 16:50 - Customer: clips of previous chats»

19/05/2025, 16:51 - Customer: clips of previous chats»

19/05/2025, 16:52 - Customer: clips of previous chats»

19/05/2025, 16:53 - Customer: Please cancel my contract now

19/05/2025, 16:56 - Sky Ireland: *Maria* Until you follow the troubleshooting steps, we can't able to proceed with the cancellation.

19/05/2025, 16:56 - Customer: have you not read the above???????

19/05/2025, 16:57 - Sky Ireland: *Maria* I understand your concern ! But that is the only option available. 19/05/2025, 16:58 - Customer: I have just proven to you that I have already followed the troubleshooting with four Sky agents.

19/05/2025, 17:02 - Customer: You can see that I've done the troubleshooting, but you keep saying that I have to do the troubleshooting.

19/05/2025, 17:03 - Sky Ireland: *Maria* You will need to call through to our contact centre to discuss your query with another advisor. The contact number is: Sky contact number "sky customer no"

19/05/2025, 17:03 - Customer: That number doesn't work from abroad. As I've already said

19/05/2025, 17:04 - Customer: It's clear that you are unable to read and/or provide any level of customer service

19/05/2025, 17:05 - Customer: It has been a horrible experience dealing with you

19/05/2025, 17:05 - Customer: and a complete waste of my time

19/05/2025, 17:15 - Sky Ireland: *Maria* Is there anything else I can help with?

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

Daniel0210 — Mon, 26 May 2025 07:18:27 GMT

@nigeldclegg

Did you engage in the chat invite that was offered by staff? It was offered at 9:22am on Saturday so you only have about an hour to engage before it closes automatically.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 07:22:11 GMT

Hi Daniel,

I have spent five hours with the "experts" while I'm abroad on holiday (see above). I've engaged with the complaints process (see above).

Do you honestly expect me to continue trying to engage with Sky. I'd have to be some kind of masochist.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

PandJ2020 — Mon, 26 May 2025 07:39:29 GMT

@nigeldclegg wrote:
Do you honestly expect me to continue trying to engage with Sky.

You'll have to if you want to cancel. You cannot do it any other way.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 08:05:04 GMT

I would rather go to court and let the legal folks deal with it. I'm completely spent. At 57 years old, I've never experienced anything even close to how bad Sky customer services are. Not even close. I'm genuinely mentally distressed by my experience. Truly horrible.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

PandJ2020 — Mon, 26 May 2025 08:59:50 GMT

You are welcome to ignore any advice and go your own way. Any court would expect both parties to attempt to resolve their differences prior to legal action.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 10:27:31 GMT

Thank you for your response.

To be clear, I’ve gone out of my way to resolve this through all the official channels:

I spent over five hours on the messaging system, repeatedly verifying my identity and explaining the issue.
I followed the complaints procedure as outlined.
I clearly stated that my number was not working while I was abroad. Despite this, Sky continued to email me daily saying they had “tried to call” me—on the same number I had explicitly reported as non-functional.

I would argue this constitutes a failure to exercise reasonable care and skill, as required under the Consumer Rights Act 2015, Section 49. That Act states that services must be performed “with reasonable care and skill.” Repeatedly attempting to contact a customer using a method you’ve been told doesn’t work does not meet that standard.

Furthermore, under Ofcom’s General Conditions of Entitlement, providers must ensure that customers can cancel their contracts in a clear and straightforward manner. Ignoring or failing to act on a cancellation request may also breach General Condition C1.3, which requires that contract terms and procedures are “transparent, fair and effective.”

So yes, I have attempted to resolve this. Extensively. The failure to do so lies with Sky, not me.

I’m not ignoring advice—I’m simply refusing to pretend that this sort of behaviour is acceptable customer service. If Sky can't resolve a basic roaming issue or handle a contract cancellation properly, it reflects a much deeper problem than whether I’ve ticked every box on an escalation checklist.

This isn’t about “going my own way.” It’s about a provider refusing to meet its legal and contractual obligations.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

Daniel0210 — Mon, 26 May 2025 10:41:52 GMT

@nigeldclegg

You mentioned Ofcoms General Conditions of Entitlement but your thread title suggests you are based in the ROI. Is that correct?

Ofcom does not directly regulate the ROI. Ofcom is the UK regulator for communications, and its jurisdiction is limited to the UK. The Commission for Communications Regulation (ComReg) is the independent regulator for communications in the Republic of Ireland.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

nigeldclegg — Mon, 26 May 2025 10:44:53 GMT

Under ComReg’s Consumer Protection Regulations, customers must be able to cancel contracts clearly and easily. Sky’s failure to process my cancellation request—despite me following their published procedure—may breach those obligations. ComReg also expects providers to make every effort to resolve complaints efficiently and fairly, which in this case has simply not happened.

Re: Sky Mobile Ireland – Incompetent, Unresponsive, and Completely Useless Abroad

xenon81 — Mon, 26 May 2025 10:47:11 GMT

Edit: This was covered above as I was replying.

Original message: You're talking about UK law (Consumer Rights Act 2015) and Ofcom, but your complaint seems to relate to Sky Mobile Ireland so, assuming you are an Irish customer you would be covered by Ireland's Consumer Rights Act 2022 and Comreg regulations.