topic Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300 in Sky Mobile

Discussion topic:Pixel 10 Pro Fold Trade In extra £300

bpike — Tue, 20 Jan 2026 13:12:25 GMT

I've been a Sky customer for a few years now. In August of 2023, I upgraded to the iPhone 14 Pro. However, I recently had the opportunity to upgrade again at the end of October, this time to the Pixel 10 Pro Fold.

There was actually a promotion happening at the time, £300 credit which would be accreditted to the account if a previous sky member.

I had signed the agreement on the 20th October 2025, and I have screenshots to provide the promotion at the time. Not to be confused with the exact same promotion which is currently going for the 10 pro fold.

I've been patiently waiting for the credit to be added to my account, but after a while of waiting, I decided to call your customer support line to inquire about the status.

Once I had spoken with someone, they informed me that this promotion was never actually going to happen, and they frankly stated they believed I was lying about it.

Furthermore, a significant number of users on the Sky forums were reporting that the upgrade process did not provide them with the extra credit that had been visually agreed upon on the Sky Mobile website.

Can anyone help me on this matter? I'm currently waiting to receive the credit. I purchased this phone because I was looking for an upgrade, and the final decision was driven by the offer that was available at the time of purchase.

I really hope this situation can be resolved as quickly and as efficiently as possible.

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

PandJ2020 — Tue, 20 Jan 2026 13:23:40 GMT

@bpike wrote:
I really hope this situation can be resolved as quickly and as efficiently as possible.

Raise a formal complaint. Take the matter to ADR if necessary: https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

bpike — Tue, 20 Jan 2026 13:25:50 GMT

Hello PandJ2020,

Thank you for your reply.

How would you suggest I write a formal complaint?

I had one raised off of the phone call previsouly with them, but nothing has come of it / never heard anything back?

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

caesarome — Tue, 20 Jan 2026 13:25:53 GMT

@bpike

You can get in a complaint by filling in this form:

https://www.sky.com/help/complaints

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

bpike — Tue, 20 Jan 2026 13:31:22 GMT

Amazing, thank you caesarome

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

bpike — Mon, 02 Feb 2026 11:31:16 GMT

I have raised a formal complaint, but nothing so far has come of it?

How long should I expect to wait?

I submitted it on the 20th of Jan.

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

caesarome — Mon, 02 Feb 2026 13:07:31 GMT

@bpike wrote:

I have raised a formal complaint,

This gives Sky 8 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

bpike — Mon, 27 Apr 2026 11:46:48 GMT

I have not heard anything since, how do I submit a deadlock letter?

Re: Discussion topic:Pixel 10 Pro Fold Trade In extra £300

caesarome — Mon, 27 Apr 2026 12:08:42 GMT

@bpike

You would need to request or by speaking to Sky by calling them.