topic Re: How to get an actual answer for complaint in Sky Mobile

How to get an actual answer for complaint

Kirk198622 — Sun, 15 Feb 2026 13:12:28 GMT

Ordered 2 new contracts on 16th January for delivery on 17th, DPD refused to deliver due to 'damaged package' we called DPD and Sky everyday to try and get it resolved. Finally got DPD delivery on 21st, however only one phone was inside. We have been talking to Sky every 2-3 days since but just keep getting fobbed off or completely lied to and told every time they will escalate it again and we have to wait 48/72 hours and there is nothing more they can do. The promotion has passed that came with the phone so not only have I now been paying for a phone and contract I dont have for a month but ive missed out on the £180 promotion that came with it.

Im so fed up with the absolutely shocking customer service and going around in circles, there must be some way of taking the complaint further?

Re: How to get an actual answer for complaint

Daniel0210 — Sun, 15 Feb 2026 13:21:57 GMT

@Kirk198622

Once submitted Sky will then have up to 8 weeks to resolve it or you can then request a deadlock letter allowing it to be taken further.

Re: How to get an actual answer for complaint

PandJ2020 — Sun, 15 Feb 2026 13:21:58 GMT

@Kirk198622 wrote:
there must be some way of taking the complaint further?

Yup - https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

Re: How to get an actual answer for complaint

caesarome — Sun, 15 Feb 2026 13:22:20 GMT

If you only received the one phone then Sky should have started an investigation with DPD into what happened with the other one and as you are finding out this can take many weeks to be completed so while you might be being charged for it at present once this investigation has been completed and should they rule in your favour any overpayments should be credited back to you.

I'm not sure if you have filed a complaint or not so you can fill in this form to do this:

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

Re: How to get an actual answer for complaint

Kirk198622 — Sun, 15 Feb 2026 14:24:24 GMT

Yeah, already raised a complaint but getting no answers or incorrect information when we chase it. Thanks though

Re: How to get an actual answer for complaint

Kirk198622 — Sun, 15 Feb 2026 14:25:52 GMT

Thanks for this. Only another 4 weeks to wait 🤦