topic Mobile swap - lost return in Sky Mobile

Mobile swap - lost return

Pan251 — Fri, 07 Nov 2025 20:04:10 GMT

I have done a swap of an iphone 14 pro max to an iphone 17 pro max and i have returned the old phone but it seems to have been lost as i am still getting charged for the old device. What to do?

Re: Mobile swap - lost return

caesarome — Fri, 07 Nov 2025 20:18:34 GMT

@Pan251

When you returned the iphone 14 you should have been given a receipt with the tracking details so you should be able to use that to see where it is. The chances are it has arrived but there will now be a delay of 2-3 weeks before it is inspected by the company that handles the returns for Sky after which you should no longer be billed for it unless there is an outstanding amount against the device that is.

Re: Mobile swap - lost return

Pan251 — Fri, 07 Nov 2025 20:20:27 GMT

Thank you - the problem i have is that i have returned the device about a month / month and a half ago and then we had a baby with my wife so didn't track the return and now i think the device was lost and i am getting charged since then and i now realised...

Re: Mobile swap - lost return

caesarome — Fri, 07 Nov 2025 20:26:05 GMT

@Pan251

All you can do is to speak to Sky by calling them on 150 from your new phone if it has a Sky sim in it.

Re: Mobile swap - lost return

karrvic — Tue, 23 Dec 2025 17:28:36 GMT

Did you have any joy in finding your phone? The same thing has happened to my daughter, upgraded 14 pro max to 17 pro max,sent old phone back through sky returns 48 hour tracking. Royal Mail has delivered phone but sky are saying on their system in transit? Three times she has contacted them and they still don't know where her phone is!!

Trying to charge her for 2 phones!!

Re: Mobile swap - lost return

Jambojax — Fri, 23 Jan 2026 12:54:42 GMT

Having the exact same issue.

Returned the phone on 7th January

16 days later sky still saying they've not received it!

Being charged for 2 phones. Customer service are less than useless and keep regurgitating the same rubbish to you everytime you speak to them!

Re: Mobile swap - lost return

Daniel0210 — Fri, 23 Jan 2026 12:59:01 GMT

@Jambojax

Returns are taking the best part of 3+ weeks to be received, processed, checked for damage and the value confirmed.