topic Re: Mobile account has been locked for weeks with no sign of resolution in Sky Mobile

Mobile account has been locked for weeks with no sign of resolution

AliceR1 — Sun, 01 Jun 2025 08:06:18 GMT

Our mobile account was locked by the Sky risk team on April 29th and there is no sign of a resolution in sight. This came about because we ordered new IPads and the sky risk team locked the account because they thought the order was fraudulent. Despite us telling them that it was a genuine order, the account is still locked. Customer services cannot help as they also cannot access our account.
I have now run out of data this month and am unable to roll data over, so when I am out and about, I cannot receive or send texts. We are elderly (75 and 68) and are classed as vulnerable and having no access to data when we are out leaves us at risk. For example I am unable to call a taxi now, because they use texts to confirm.
we cannot involve the ombudsman for another four weeks, but we fully intend to take the complaint to them. We have complained to Sky in writing, but not had a response yet. I have also emailed the CEO. However our account remains locked.
we are furious about this and feel completely ignored by Sky and powerless to do anything about it. Any suggestions as to how to get this issue resolved quickly would be appreciated.

Re: Mobile account has been locked for weeks with no sign of resolution

63johnw — Sun, 01 Jun 2025 08:14:26 GMT

Hi @AliceR1 have you tried an official sky complaint via the link below ? For your information ordinary text messages don't require a data connection, WhatsApp does but using ordinary texts should still work without data.

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

Re: Mobile account has been locked for weeks with no sign of resolution

63johnw — Sun, 01 Jun 2025 08:27:51 GMT

To see if they can help @AliceR1 i have escalated your post to Skys messaging team, look out for a coloured speech bubble on here inviting you to a private chat.

Re: Mobile account has been locked for weeks with no sign of resolution

AliceR1 — Sun, 01 Jun 2025 08:32:24 GMT

Thanks 63Johnw. We have registered an official complaint with Sky, but so far have not even had an acknowledgement of it. Thanks for the info on texts. I was out yesterday and couldn't seem to send or receive texts. Some came in when I got home and was back on WiFi. Maybe I'm using the wrong media. Being old I'm not good with technology!

Re: Mobile account has been locked for weeks with no sign of resolution

AliceR1 — Sun, 01 Jun 2025 08:34:12 GMT

Thank you so much 63Johnw. We are at the end of our tether with it all and that is really helpful. Much appreciated

Re: Mobile account has been locked for weeks with no sign of resolution

Addie15 — Sun, 01 Jun 2025 09:11:28 GMT

Hi there! Thank you for escalating this. We have sent an invite to @AliceR1.