topic Broken iPhone 17 in Sky Mobile

Broken iPhone 17

digglerthelegend — Tue, 13 Jan 2026 08:51:42 GMT

I need some advice please:

The button on the right side of my iPhone 17 (the one used for Apple Pay etc) has stuck and cannot be used. I have taken it to my nearest Apple Store (over 30 miles away), as I happened to be in the area for work, and the team in the store told me the button needs replacing along with the outer casing.

I called Sky this morning and was told that I would need to send my phone back to them, they would assess, fix, repair etc and this whole process could take up to 10 working days. When I asked about what do I do without a phone for 2 weeks and do Sky send a replacement I was told they don't and I wouldn't be offered any kind of compensation or reduction on my bill.

Is the information correct or have I just had an inexperienced call centre employee?

Re: Broken iPhone 17

63johnw — Tue, 13 Jan 2026 09:05:31 GMT

Hi @digglerthelegend what you have been told is correct, sky do not send out loan devices. You could use your sim in another device while your phone is away.

Re: Broken iPhone 17

digglerthelegend — Tue, 13 Jan 2026 09:42:33 GMT

@63johnw wrote:
Hi @digglerthelegend what you have been told is correct, sky do not send out loan devices. You could use your sim in another device while your phone is away.

@63johnw and if I don't have another device?

I understand the loan situation but to point blank refuse any sort of bill reduction while i'm unable to use my phone is unacceptable.

(Just for background, I have done nothing to cause the issue with the phone , it's happened purely by chance).

Re: Broken iPhone 17

Daniel0210 — Tue, 13 Jan 2026 09:45:09 GMT

@digglerthelegend

Once your phone is fixed and you have it back you could call Sky and ask if they are willing to credit your account as a good will gesture but they're under no obligation to.

Re: Broken iPhone 17

PandJ2020 — Tue, 13 Jan 2026 09:57:39 GMT

Unfortunately, you have no legal right to a 'loan' phone. Your rights only extend to repair/replacement.

However, I had a quick google and some providers do offer such a service but does seem a very small minority.

Likewise, for the period where you cannot use it - any credit would be goodwill. (Data isn't lost as it will go into your Piggybank)

I would also be suprised if the whole process was complete in 10 working days.

Re: Broken iPhone 17

digglerthelegend — Tue, 13 Jan 2026 10:11:49 GMT

@PandJ2020

@Daniel0210

@63johnw

Thank you, looks like it's a trip to my nearest Apple Store who will order the parts and do the repairs in about an hour.

Re: Broken iPhone 17

PandJ2020 — Tue, 13 Jan 2026 11:19:17 GMT

@digglerthelegend wrote:
Thank you, looks like it's a trip to my nearest Apple Store who will order the parts and do the repairs in about an hour.

Nice! Warranty repairs are often best performed by the manufacturer.