topic Re: My services are being restricted in Sky Mobile

My services are being restricted

Giraffeh — Thu, 07 Aug 2025 07:54:57 GMT

Is the message I get when I try to upgrade my mobile or look into any additional service. My payments are up to date; I've NEVER missed or been late with a payment so I'm really offended by this!

I know others have asked the same question, but the only "resolution" seems to be Sky nipping in and offering a chat.

I'v tried chatbot and I've tried ringing, but both just send me round in circles. A couple of weeks ago I got through to an actual human who tried for half an hour to sort it out. In the end he said he'd escalate it and that it might take a few days to sort. However, looking at my messages and cases, there is no record of that phone call or of any action taking place, so that was a massive waste of time.

This is my last resort before just cancelling everything. If they can't even get something as simple as an account straight I really don't want them dipping into my bank account each month!

Re: My services are being restricted

caesarome — Thu, 07 Aug 2025 08:49:38 GMT

@Giraffeh

The escalation team are not available at present so you only option is to either call Sky on 150 and if you do say nothing when asked any questions by the bot or Sky can also be contacted via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

Re: My services are being restricted

Giraffeh — Thu, 07 Aug 2025 09:51:08 GMT

Thank you!

I finally got through to someone by asking to cancel all Sky services, and they put the through to technical support. They had me repeat everything I already did 2 weeks ago (try a different browser, change my password, clear all cookies, delete and reload the app), and after 40 minutes tried fobbing me off with "it'll be fine in a couple of hours" like they did last time. When I pointed this out he promised to escalate it (where have I heard that before!) and call me back. So now I sitting around all day for a call that I predict will never come. If it does, and if they sort it out, I'll come back and let you know so that next time this happens to someone they have some clue what's happening.

If they don't, I'll be ringing tomorrow to cancel everything (I'm well out of contract) and then I'll give Virgin TV a go and see about mobile providers. Sky doesn't seem to gaf about existing customers.