topic Re: Old address can't be updated after 3 calls to customer service in Sky Mobile

Old address can't be updated after 3 calls to customer service

mstronge — Mon, 31 Mar 2025 18:48:43 GMT

I have tried calling Sky three times now to get my address changed and everytime I have been told that it is changed, but then when I check online the old address is still there.

My phone was stolen so I need a replacement SIM sent to my new address, but its seemingly impossible for it to updated in the system, everytime I ring back they confirm it hasn't been changed.

Can someone please help, the address can't be edited online via the Sky Mobile online and instructs me to make a call to change the address.

Contact us on (sky number) to edit your mobile account address.

Re: Old address can't be updated after 3 calls to customer service

caesarome — Mon, 31 Mar 2025 19:01:45 GMT

There is nothing we can do for you via here I'm afraid so as your device was stolen then try the options at the bottom of this link as a way that Sky can be contacted:

https://www.sky.com/help/articles/lost-or-stolen-sky-mobile

And you might want to register the stolen device here:

https://www.immobilise.com/

Re: Old address can't be updated after 3 calls to customer service

mstronge — Mon, 31 Mar 2025 19:15:28 GMT

I need an employee from Sky to help update my address as instructed in the web application - the customer service team trying to do it on the phone line given from within the account management website are seemingly unable to do it due to an issue with the system. I have asked for escalation on the phone as I need the address changed an wanted to try and get attention to the matter here - you would think this would be a fairly simple and reasonable request!

Re: Old address can't be updated after 3 calls to customer service

mstronge — Thu, 22 Jan 2026 11:11:29 GMT

This is still an issue, I cannot change my address or contact details online, can someone please help. I have tried over 10 times now via the help line number and nobody seems able to do it.

Re: Old address can't be updated after 3 calls to customer service

caesarome — Thu, 22 Jan 2026 12:02:19 GMT

@mstronge

What reasons are they giving you for not updating your address ?

Re: Old address can't be updated after 3 calls to customer service

GD1 — Thu, 22 Jan 2026 12:20:00 GMT

@mstronge This is a customer helps customer community, we can't access your account nor can we update it.

Any Sky Staff present have no access to your account either