Complaint

Liv981 — Tue, 03 Feb 2026 14:54:55 GMT

To Whom It May Concern,

I am writing to make a formal complaint regarding an unresolved billing issue and the continued lack of action from Sky Mobile.

Several months ago, I contacted Sky Mobile after discovering that my mobile number at the time [Removed] had been duplicated. During this call, I was advised by a Sky representative that I would be issued a new SIM card and number, that the original SIM would be cancelled, and that I would not be charged for the cancelled SIM. This conversation will be available on your recorded calls.

Despite this assurance, I have since discovered that I am still being charged for the old SIM card. I raised a complaint regarding this matter and was informed that the details should already be recorded on your internal notes. Unfortunately, instead of receiving a resolution, I have been repeatedly passed between departments with no meaningful outcome. In

I was advised to wait 72 hours while the issue was escalated. After allowing more than the stated time frame, I was informed that nothing had changed, that no one seemed to know the status of the issue, and that it was simply being “escalated” again.

I have made it clear that I will not pay an incorrect bill and that I do not consent to my service being restricted or disconnected while this matter remains unresolved. I rely on my phone for work, and the continued mishandling of this issue is now directly impacting my ability to earn an income.

I am extremely dissatisfied with the lack of communication, accountability, and resolution from Sky Mobile. This situation has caused unnecessary stress and inconvenience and falls well below the standard of service I expect.

I request that this matter be resolved immediately, including:

The cancellation of the original SIM card
A refund or adjustment for any incorrect charges
Written confirmation that my account is now correct and fully resolved

If this issue is not resolved promptly, I will have no option but to take the matter further.

I look forward to your urgent response.

Yours faithfully,
Olivia

Moderator notes: Removed phone number

Re: Complaint

Brill+Gill — Tue, 03 Feb 2026 16:29:03 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Complaint

PandJ2020 — Tue, 03 Feb 2026 16:31:13 GMT

EDIT: Escalated

topic Re: Complaint in Sky Mobile

Complaint

Re: Complaint

Re: Complaint