topic Need call centre help in Sky Mobile

Need call centre help

LancsBlue — Wed, 19 Nov 2025 15:31:03 GMT

I've lost access to internet in Thailand. It was working fine. I can't understand the call centre though. Can I speak to English people

Re: Need call centre help

63johnw — Wed, 19 Nov 2025 15:44:36 GMT

Hi @LancsBlue calls go to the next available operator, there is no way to guarantee speaking to a UK call centre. Have you tried ALL of the troubleshooting ?

https://www.sky.com/help/articles/sky-mobile-roaming-problems

The worst customer service. Ever

LancsBlue — Thu, 20 Nov 2025 07:56:51 GMT

I'm on holiday in Thailand. Problem with accessing data (it's been fine for 2 weeks).
Tried contacting customer services but frankly what is the point. They've not solved anything.
Spent much longer giving them my details repeatedly than them actually trying to sort the problem.
I really struggle to understand what they are saying as agents don't speak decent English.
Then they tell me I will have a resolution within 24 hours. I haven't.
Then I try and call them back only to be told the Helpdesk is currently closed.
Truly awful. I've been a customer for over 20 years and spend a fortune on phones and TV. But being treated like they couldn't care less.

Re: The worst customer service. Ever

63johnw — Thu, 20 Nov 2025 08:08:26 GMT

There is a 25 Gig roaming fair useage policy now @LancsBlue could you have reached that if you have tried the troubleshooting and still having issues ?

Re: The worst customer service. Ever

Daniel0210 — Thu, 20 Nov 2025 08:11:03 GMT

@LancsBlue

Have you followed all of the advice from @63johnw yesterday?

Alternatively if you've been there for a while could you have exceeded the relatively new fair usage policy?

Roaming using Roaming Passport Plus is now limited to 25GB per billing period.

From Skys own website...

When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel.

We may suspend your service, restrict your usage, or charge you for the data that you use in excess of these amounts (currently £2.50 per GB), and we'll let you know by SMS or email before we do so.

https://www.sky.com/help/articles/sky-mobile-fair-usage-policy.