topic Re: Returning issues in Sky Mobile

Returning issues

Gemgem3 — Thu, 02 Oct 2025 08:46:00 GMT

Hi good morning I am being passed from pillow to post which I am fuming about being with sky mobile for so long. I contacted sky on Friday the day the iPhone 17 was launched and ask could I send 2 iphone16 pro back as I was still in the cooling off period which they said yes and ordered them. I then received a email to say I am doing a iPhone 15 swap which I wasn’t so I contacted sky again to confirm I wasn’t sending a 15 back only 2 16s pro. I then recieved the 2 iPhone 17 with one box damaged. I then contacted sky to say I need a box to send the phones back they sent me 1 box for a iPhone 15 which she said on the phone it’s ok to place one phone in the 15 box and 1 in 17 box. I put both iPhone 16 in the box sellotaped both boxes together and sent to Royal Mail with the sky sticker address which was in the box. I haven’t heard anything and contacted sky everyday for over a week now and still no further I have the Royal Mail receipt and the tracking number which shows it has been delivered to you on the 26/09/2025 to sky. It is still showing on my account 4 phones which I only have the 2 iPhone17 pro. It is not my fault that the lady on the phone has sent me a 15 box to send the 2 iPhone 16s back I am furious and angry as I am paying £175 for 4 phones to which I have only got 2 iphone 17s when I have the proof it has all been sent back. I am constantly ringing everyday speaking and explaining to 10 different people what is happing I want this resolving and I will be leaving sky cause it’s a joke.

Re: Returning issues

PandJ2020 — Thu, 02 Oct 2025 09:01:04 GMT

Ok, do you have a question for your fellow customers? (This is a customer-led help forum - you are not contacting Sky here)

You may wish to raise a formal complaint.

Re: Returning issues

caesarome — Thu, 02 Oct 2025 09:06:57 GMT

@Gemgem3

You are not contacting Sky by posting on here as this is a community where customers help each other.

Returned phones can take 2-3 weeks to be processed by the companies that handles these returns for Sky you you will need to be patient for a bit longer.

Re: Returning issues

N4avv — Sat, 18 Oct 2025 21:43:52 GMT

I've been having a similar issue , so I bought a samsung z fold 7 1tb from sky i was happy with the phone , I selected the £10 a month for insurance , and then I went onto my sky protect app and it did not have the new phone showing as insured , so I called them and they informed me because the phone is over £2150 they don't insure it , they only insure phones under £2000 , but I was sold the insurance when I bought the phone , so I called sky and told them and they assured me it was covered . But as the insurance company who they use said I wasn't, I decided to return the phone and buy the 512gb so I can be insured , I called sky to arrange a return envelope , 3 days later I get 3 envelopes , so I put my phone and free samsung buds in there and return . Now it's been over 3 weeks they are still charging me for the phone , even after I received a email from sky that they have received my phone back with a reference number , but I'm still going through the phoning up every day , the last call told me the have not received my phone and I need to prove it even though they sent me a email saying they received it , I've been with sky for 20 years as a customer , and have 5 mobile phones with them and they treat me like this .