topic Re: Missing phone in Sky Mobile

Missing phone

Thermo1 — Fri, 03 Oct 2025 13:49:48 GMT

So treated myself to the new iPhone 17 pro max and it's gone missing at the delivery depot 🙃 near impossible to explain that on the phone to sky and haven't heard anything from them since? Feel like telling them to stick the phone in all honesty

Re: Missing phone

PandJ2020 — Fri, 03 Oct 2025 14:06:22 GMT

@Thermo1 wrote:
Feel like telling them to stick the phone in all honesty

...that might not be so easy.

We're other customers here so can only advise you to continue contacting Sky. I don't see what's so complicated - the phone hasn't been delivered to you?

Re: Missing phone

Thermo1 — Fri, 03 Oct 2025 14:40:36 GMT

Spoke to them 3 times and each time had to explain it again and the tracking shows it's just being held at the depot although the depot have said it hasn't been scanned since the first day and sky needs to contact them to raise an investigation, it's been like speaking to a brick wall so I'm not holding my breath in them raising that investigation

Re: Missing phone

NataBew — Tue, 07 Oct 2025 11:39:23 GMT

I'm having the same issue with my phone being held at the DPD depot. Tracking hasn't updated in a week. Contacted Sky 3 times and they don't seem to understand the issue. I was told that it's been put to the complaints department and I will need to wait 3-5 working days for them to pick it up!

I've made one compaint about their sky bot as it was stuck in a looping behaviour. Not sure what else I can do except wait or call them again?!

Did you get your issue resolved?

Re: Missing phone

Thermo1 — Tue, 07 Oct 2025 11:50:50 GMT

Your phone ain't being held as that's what mine says, it's been stolen. Have you rang DPD? What did they say? I rang sky last week and spoke to different women and explained and 1 assured me that it was being pushed upstairs etc and I would hear within 3 days, I rang again on Sunday and they didn't know what I was talking about, I was fuming, they have now blocked the phone and I'm supposed to be getting a replacement although the bloke on the phone tried telling me that that contract no longer existed and selling me another, they a absolute joke, I will also be putting in a complaint believe me! Speaking to someone in India trying to explain what happens here is just a waste of time

Re: Missing phone

NataBew — Tue, 07 Oct 2025 11:56:32 GMT

Wow, I suspect the phone has been stolen. I had something similar happen with another company for a new MacBook. It was stolen by someone at Royal Mail in that instance.

Sounds like we are both receiving the same treatment. Eachtime I call Sky I have to explain the issue over and over. I am now making a formal complaint. I've never received such poor treatment and lack of information. Terrible service from Sky!

Re: Missing phone

Thermo1 — Tue, 07 Oct 2025 12:01:19 GMT

If you call DPD they will check and then tell you to ring your sender and tell them to contact the depot and raise an investigation but it's a waste of time as they look at the tracking and see no issue 🤣 it's like banging your head against a wall, it's **bleep** me right off tbh, feel like telling them to stick the phone, I don't even want it now after all this **bleep**.

Re: Missing phone

Thermo1 — Fri, 10 Oct 2025 13:47:50 GMT

Well to update on this sky have been absolutely useless, have rang multiple times trying to get it sorted, they reckon they can't send out a replacement phone as that order would now be cancelled snd and an investigation with the depot will take weeks. Would help if they actually started it when I first told them, so they want me to buy another phone after trying twice to sell me another 1, so I've now cancelled the complete order and don't want it as tbh I don't particularly trust that a phone I signed a contract for is being cancelled just like but we will see, been nothing but a bloody headache.