topic Re: Customer Service? Are you there? in Sky Mobile

Customer Service? Are you there?

smith17 — Thu, 12 Feb 2026 21:17:03 GMT

So my phone became defective about 5 - 6 weeks ago now. Initial discussion was fine, phone is within warranty period and eligible for repair. Still today they haven't even managed to send the returns package so I can send it back to Sky. Since the beginning I've had maybe 6 conversations where I've had to repeat the issue over and over again. Keep getting told there's a problem with my address which is "fixed" every time and the problem is sorted every time. Still no package. I've even gone as far as placing a swap upgrade order simply to have a phone and even that won't come. Anyone else experiencing these problems with sky mobile. I can tell their call centres have moved abroad, maybe they didn't move a training team out with them. My final solution is to cancel my direct debit and refuse to pay until it's sorted as the stress levels are through the roof with this now.

Re: Customer Service? Are you there?

GD1 — Thu, 12 Feb 2026 21:49:47 GMT

@smith17 Cancelling your direct debit & refusing to pay is the worse possible way to resolve this, now that you've done this Sky won't speak to you until you setup your direct debit and pay anything you owe.

Re: Customer Service? Are you there?

smith17 — Thu, 12 Feb 2026 21:51:40 GMT

You sure you don't work for Sky 😅! Honestly couldn't care at this point. I pay for a service which isn't being delivered, simple as that.

Re: Customer Service? Are you there?

Daniel0210 — Fri, 13 Feb 2026 05:17:06 GMT

@smith17

See this article in the About section from the top of the forum page. You'll see that we are customers just like you as the bold type under our user name explains.

https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers

Frustrating as it is cancelling the payment method is definitely not recommended. The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added and eventually Sky could involve a debt recovery company which may affect your credit rating.

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Sky will then have up to 8 weeks to resolve it or you can then request a deadlock letter.

Re: Customer Service? Are you there?

PandJ2020 — Fri, 13 Feb 2026 07:38:25 GMT

what phone is it and what's the issue?

You may be able to deal with warranty direct with manufacturer.

Re: Customer Service? Are you there?

smith17 — Fri, 13 Feb 2026 12:18:33 GMT

Understand that cancellation of my direct debit is drastic but seems the only option at the moment. Multiple phone calls asking for one simple thing seems ludicrous that I'm still where I am. Yes going to Samsung directly might be the only option (thank you) but I don't understand why that's what it's come to. Also..... A request to cancel my sky TV..... Straight through to a Glasgow based office trying to convince me otherwise. Funny that!

Re: Customer Service? Are you there?

PandJ2020 — Fri, 13 Feb 2026 12:30:29 GMT

@smith17 wrote:
Understand that cancellation of my direct debit is drastic but seems the only option at the moment.

No, it's not - use the complaint procedure and escalate if necessary. Failing to pay a credit agreement will have lasting consequences.

Re: Customer Service? Are you there?

smith17 — Fri, 13 Feb 2026 12:42:27 GMT

I've raised a complaint three times. Over the phone, using the online system and over email...... Absolutely no response. I know you all seem to like Sky overall but surely you can admit this service is atrocious.

Anyway, booked a repair through Samsung. Took 5 minutes and it's being collected tomorrow! Sky have something to learn from them it seems.

Re: Customer Service? Are you there?

smith17 — Fri, 13 Feb 2026 12:43:35 GMT

Galaxy flip. Screen has become delaminated where it folds. No damage from myself just damaged over time.

Re: Customer Service? Are you there?

PandJ2020 — Fri, 13 Feb 2026 13:08:25 GMT

@smith17 wrote:
I've raised a complaint three times. Over the phone, using the online system and over email...... Absolutely no response.

Then you can escalate at deadlock or after 56 days.

I know you all seem to like Sky overall but surely you can admit this service is atrocious.

Well we are current customers but that doesn't mean we defend poor service.

Re: Customer Service? Are you there?

Daniel0210 — Fri, 13 Feb 2026 13:11:47 GMT

@smith17 wrote:

but surely you can admit this service is atrocious.

@smith17

Hence providing the link for making a complaint.

Re: Customer Service? Are you there?

smith17 — Fri, 13 Feb 2026 13:13:20 GMT

Doesn't matter anymore I guess since I'm just dealing with Samsung. Also 56 days! Long time to be without a phone these days, shouldn't have to end up in that situation at all. Just hope someone has a look at this conversation before considering getting a phone through Sky. Been a loyal customer for years. Honestly never going near them again.

Re: Customer Service? Are you there?

smith17 — Fri, 13 Feb 2026 13:16:16 GMT

Appreciated! But already raised. Anyway how not getting in to a lengthy discussion over the service and appreciate the feedback by everyone. Just hope people considering sky see this and understand that just because you get a good deal, doesn't mean you'll get good customer service.

Re: Customer Service? Are you there?

PandJ2020 — Fri, 13 Feb 2026 13:55:25 GMT

@smith17 wrote:
Doesn't matter anymore I guess since I'm just dealing with Samsung. Also 56 days! Long time to be without a phone these days,

There are very few companies that provide a 'loaner'. But there are some if you look...