topic Re: Wrong Mobile Handset Received in Sky Mobile

Wrong Mobile Handset Received

janniner — Mon, 19 Jan 2026 13:41:28 GMT

Hello,

Had anybody been in the situation where sky mobile sent the wrong handset and how long to sort?

Orderer an IPhone 16 start of December, was sent a Samsung. Package was sealed in a tamper proof box so logically was a packing error. The phone I received is also sold by Sky. Contacted Sky immediately and I returned it the next day. They have confirmed the handset was received back mid December.

I paid a deposit and now have paid 2 bills for a phone I've never had, also had a credit check done, spent over 5 hours taking to so many people, nothing appears to be logged so everything has to explained over and over. Sky called and asked for pictures of the phone I received which luckily I took and have sent them to the email address provided, that was 3 weeks ago and nothing since then. Didn't bode well when the man on the phone told me "no rush at all" to send pictures.

What's a reasonable time to expect to wait and keep paying and what is the next step?

I've been a customer for over 18 years and this has been appalling. The phone was a gift for Christmas. I understand mistakes happen but the expecting me to pay and having no point of contact is unacceptable.

Be interested to hear similar stories and time scales.

Thank you.

Re: Wrong Mobile Handset Received

caesarome — Mon, 19 Jan 2026 13:46:50 GMT

@janninerBe interested to hear similar stories and time scales.

A number of similar posts have appeared in here over the years when people have received devices and all we can say is this can take a while to sort out as Sky will investigate into how this has happened but issuing you with the correct device.

You might want to put in a complaint:

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

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.

Re: Wrong Mobile Handset Received

janniner — Mon, 19 Jan 2026 13:54:24 GMT

Thanks for the reply. Is that 8 weeks from my original call to say about the wrong handset being received?
I've made it quite clear more than once I've no desire to be sent another handset, no trust there at all! I want them to cancel the whole contract, refund me what they owe!

Re: Wrong Mobile Handset Received

caesarome — Mon, 19 Jan 2026 13:57:07 GMT

@janniner

It is 8 weeks from when you put in a complaint so did you ask them to register this for you because if you didn't it might be worth filling in the above online form.

Re: Wrong Mobile Handset Received

janniner — Mon, 19 Jan 2026 14:00:29 GMT

I've not officially put in a complaint using that email address, I'll do that now, so technically another months from today, so could be nearing 4 months to sort their mistake! Madness!

Re: Wrong Mobile Handset Received

PandJ2020 — Mon, 19 Jan 2026 14:29:42 GMT

@janniner wrote:
Be interested to hear similar stories and time scales.

There will be other threads on the forum. But it is rarely sorted quickly it seems.

Re: Wrong Mobile Handset Received

janniner — Sun, 08 Feb 2026 10:41:58 GMT

Just an update in case anybody has similar in future. Finally got my money back and told it's been resolved. Wrong handset was sent. From my returning the handset it took them just over 8 weeks to investigate. No apology! Spent 5 hours on the phone to sort, had to sent pictures, pay the bills and have a hard credit check done all for something I've never been sent!

I've cancelled my sim now and the whole tv package and broadband will be cancelled in May when my current contract ends, been a customer over 20 years.

Not great service Sky!