topic Re: Mobile not showing as returned in Sky Mobile

Mobile not showing as returned

Alexb3321 — Mon, 29 Sep 2025 09:58:54 GMT

Hi,

I have recently returned my IPhone 17 pro as the wrong order was dispatched.

After speaking to an agent and getting an email with pre paid Royal Mail delivery attachment / label I sent my mobile phone back.

I have called and advised with evidence that this parcel was returned under tracked and signed for / accepted. Although my account is still not showing as received and closed off. Therefore, I am still paying for a contract / mobile I have not got

Please could I request assistance prior to further escalation

many thanks

Alex

Re: Mobile not showing as returned

GD1 — Mon, 29 Sep 2025 10:04:55 GMT

@Alexb3321 Returns are taking around 6 weeks to process, there is no escalation route available to you at present via the community.

Re: Mobile not showing as returned

Alexb3321 — Mon, 29 Sep 2025 10:08:05 GMT

Ok thanks,

therefore will I be required to continue paying for a service and mobile phone contract 6 weeks after returns for a device I don't have?

eaentislly 2 months worth of bills

thanks

Alex

Re: Mobile not showing as returned

PandJ2020 — Mon, 29 Sep 2025 10:14:32 GMT

@Alexb3321 wrote:
therefore will I be required to continue paying for a service and mobile phone contract 6 weeks after returns for a device I don't have?

Yes.

Once the return is processed your account will be in credit for those payments.

Withholding payment risks impacting your credit record.

Re: Mobile not showing as returned

Daniel0210 — Mon, 29 Sep 2025 10:16:28 GMT

@Alexb3321

Bearing in mind Sky are receiving devices as part of a swap and unwanted new devices this all takes time. They have to be processed and examined for damage etc which is apparently taking a number of weeks.

Re: Mobile not showing as returned

PandJ2020 — Mon, 29 Sep 2025 10:24:50 GMT

@Daniel0210 wrote:
@Alexb3321
Bearing in mind Sky are receiving devices as part of a swap and unwanted new devices this all takes time. They have to be processed and examined for damage etc which is apparently taking a number of weeks.

Given the recent iPhone 17 launch they may be a bit 'busy'...