topic Re: SIM not working on Sky Mobile in Sky Mobile

SIM not working on Sky Mobile

Chris548 — Fri, 06 Jun 2025 11:29:43 GMT

Last week I switched 4 iphones from a BT Family Plan to Sky Mobile, keeping the old mobile phone numbers. There are problems though with one of them, my son's. His new Sky SIM worked on his iphone for a day-and-a-half, and then went dead. If anyone else's SIMs are put into his iphone as a test, they work fine. He can now use the Internet/ make calls only using wifi. The loss of the mobile signal seemed to coincide with his iphone updating to IOS 18.5, although this may be a coincidence.

He has been in contact with Sky on this since 29th May but doesn't seem to be progressing much. The basic things were covered by the Help Desk such as restarting the phone, removing and reinserting the SIM, reset network settings and a factory reset, but none have worked. Sky did then send a replacement SIM but this didn't work either. Their stance is currently that there is a local issue with a transmitter which needs to be checked before they can further look into the matter. They have given themselves 5 working days to do this. Since no one else in the area that my son knows, has an issue with the signal and that other people's SIMs (including my Sky SIM) work in his phone, he is contesting their position. However, despite their subsequent promise to escalate the issue, he has heard nothing further. Apple have also been contacted and it seems that there is nothing wrong with the iphone.

Has anyone else come across this problem? As it stands I'm not confident that Sky will correct it, although, at least, there is the option to cancel the contract with them as it's still within the cooling-off period.

Re: SIM not working on Sky Mobile

caesarome — Fri, 06 Jun 2025 12:10:08 GMT

@Chris548

It does seem odd that out of all the sims you have that just this one has stopped working. As you appear to be getting know where you might want to register a complaint, doing so is unlikely to see your issue fixed overnight but is worth doing:

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

Re: SIM not working on Sky Mobile

Nimbob — Fri, 06 Jun 2025 13:48:01 GMT

Hi there, 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 - Escalating-a-post-to-a-Sky-expert

Re: SIM not working on Sky Mobile

Greenfingers001 — Fri, 06 Jun 2025 14:13:55 GMT

Thanks for escalating this. We’ve sent Chris548 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: SIM not working on Sky Mobile

Dinah — Fri, 13 Jun 2025 21:43:23 GMT

I am experiencing the exact same problem!

Was this resolved for you?

Re: SIM not working on Sky Mobile

Chris548 — Sat, 14 Jun 2025 06:59:07 GMT

Hi Dinah, Sky Help Desk eventually said that it was a known problem, i.e. other people were experiencing it, and that they were working on a solution. However they couldn't tell me what that problem was or when it would be fixed, as the Technical people weren't making this information available to them. Then, yesterday evening, my son's phone suddenly started working again. However, by that time, he'd already committed himself to leaving Sky Mobile. I hope that your phone is now OK.

Re: SIM not working on Sky Mobile

Dinah — Sat, 14 Jun 2025 08:36:31 GMT

Hello Chris,

Thank you so much for replying. It's so frustrating isn't it! I have been onto sky this morning for about an hour and have been told I have to wait 3-5 working days to receive a response from the Technical team. Despite already contacting them last week and being told to wait 3-5 working days for a new SIM card, which I have not yet received! I can understand why your son decided to leave, but I guess there is a little bit of hope it might spontaneously start working again. I live in hope...

Re: SIM not working on Sky Mobile

Chris548 — Sat, 14 Jun 2025 10:01:23 GMT

Hi, in all it took just over 2 weeks for the SIM to work again - although hopefully this won't be the case for you. Sky did send a replacement SIM quite quickly although this also didn't work. They then said there were problems with the local mast which they gave themselves up to 5 working days to look at, despite no one else that my son knew with Sky Mobile, who lived nearby, having a problem, including me and my wife. As I say they eventually admitted it was an, undefined, known issue! In dealing with them I ended up moving from the phone to WhatsApp. It didn't speed up the resolution, and took longer to communicate, but, for me, it was a lot less frustrating as you could more easily pin them down if they didn't properly address your question.

Re: SIM not working on Sky Mobile

SharonHarper — Tue, 24 Jun 2025 15:40:58 GMT

This is happening my granddaughters sim I got her my other 2 sims are working perfectly, spoke to sky and complete useful blaming the phone not the sim

Re: SIM not working on Sky Mobile

Dinah — Tue, 24 Jun 2025 19:53:31 GMT

Hello Sharon. Thank you for your message, it's very frustrating isn't it. Sky have pretty much told me they don't know how long it will take to be resolved...

In the meantime I have had to get a new monthly sim with a different network so people can reach me! I think I will give it a couple more weeks and then have to make a decision on whether to leave sky or not.

Re: SIM not working on Sky Mobile

Chris548 — Wed, 25 Jun 2025 09:24:09 GMT

In dealing with Sky Mobile on my problem, I found that they were frustratingly bad at communicating with users. I couldn't work out if this was deliberate, in that they knew they had serious issues with their product and were trying to mask these from the public, or that they were just incompetently organised. A week into the signal on my son's phone being down, though, Sky did provide me with a month's credit on all four of the phones on my plan, which I only found out about the other day when I checked the monthly bill!

Re: SIM not working on Sky Mobile

SharonHarper — Wed, 25 Jun 2025 10:22:01 GMT

Hi Dinah

Rang them just now and I'm waiting a call from god knows who, but they are sorting out refund but I'm not bothered about that I just need a brand new sim for my Granddaughters phone, as you can understand she needs for when she's leaving school etc Grrrr 😖

Re: SIM not working on Sky Mobile

VR1 — Wed, 02 Jul 2025 14:03:46 GMT

I have 7 sims that have not been working for a week

I have an autistic epileptic son living at home who relies on this to alert us to issues when we're out of the house. I am also attending hospital appointments for a suspected melanoma. I can't receive calls or updates to appointments and now can't log in to the nhs app because I can't validate my mobile number. The stress and frustration after being shunted by "customer service" has been atrocious. After another 1 1/2 hours on the landline (4 hours in total) this morning I have been told it's not a technical fault but a network issue whereby all 7 sims are no longer recognised. I have no sign of a solution and, after reading this thread, fear I will not be getting any response soon.

Re: SIM not working on Sky Mobile

SpaceSparkie — Wed, 02 Jul 2025 14:59:19 GMT

Hi @VR1

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: SIM not working on Sky Mobile

Chris548 — Wed, 02 Jul 2025 16:26:05 GMT

I hope that this escation will get your problem resolved although when my issue was similarly prioritised Sky's response ended up being the same as their Help Desk: "we don't know what's causing the lack of service but we're working it. We'll get back to you in a few days." Maybe though since having working phones is so vital to you, they'll be more proactive this time.

Re: SIM not working on Sky Mobile

VR1 — Wed, 02 Jul 2025 18:55:10 GMT

Apparently your complaints team have tried to contact me and, because they couldn't, they assume they can close my complaint!

They can't contact me because none of my sims are working and they fail to grasp the notes explaining to use WhatsApp instead.

Farce

Re: SIM not working on Sky Mobile

VR1 — Thu, 03 Jul 2025 17:54:22 GMT

How long is the wait to be contacted by the community messaging team? It's been 24 hours

Re: SIM not working on Sky Mobile

Chris548 — Thu, 03 Jul 2025 18:20:31 GMT

I think it was on the same day for me although all they ended up doing in the end was echoing what the Help Desk had told me. In other words I was back to square one.

Re: SIM not working on Sky Mobile

VR1 — Sat, 05 Jul 2025 07:45:11 GMT

I have been waiting for three days for a response from the community team and nothing!

9 days without any mobile network connection on 7 sims and nothing!

Not once has Sky contacted me.

Re: SIM not working on Sky Mobile

63johnw — Sat, 05 Jul 2025 08:04:50 GMT

Hi @VR1 i have escalated your issue again in case it was missed by the team.