topic Re: Returning device in Sky Mobile

Returning device

Carol5551 — Sat, 16 Aug 2025 10:54:46 GMT

Hi, I want to return my new mobile and cancel

Re: Returning device

63johnw — Sat, 16 Aug 2025 11:01:08 GMT

Hi @Carol5551 as long as you are within the 31 day cooling off period then call sky on 150, can't be done here or online.

Re: Returning device

Daniel0210 — Sat, 16 Aug 2025 11:16:32 GMT

@Carol5551

If you’ve had it more than 31 days you can't send it back without incurring substantial charges. Some more information is available here
https://www.sky.com/help/articles/sky-mobile-phone-or-tablet-refund

Keep any subsequent proof of posting safe and indefinitely and be aware if you order an alternative device you will undergo further credit checks.

Re: Returning device

Steve1364 — Sat, 16 Aug 2025 14:10:55 GMT

I have been trying to return a faulty device for 9 weeks. I have had the phone since the end of January. Today I spent over 4hrs trying to explain the situation. This is the fourth time in 9 weeks, and I am yet to receive the returns packaging. One advisor recommended that I cancel the phone order another one, maybe an uprade. But it's not the fault of SKY, apparently it is the Royal Mail who are at fault.

Re: Returning device

63johnw — Sat, 16 Aug 2025 15:39:21 GMT

Hi @Steve1364 try a formal complaint.

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

Re: Returning device

Steve1364 — Sat, 16 Aug 2025 15:59:34 GMT

I have raised a complaint. I was told that if I gave feedback, the complaint would automaticaly be closed down. You couldn't make it up.