topic Mobile account disappeared in Sky Mobile

Mobile account disappeared

Harry126 — Mon, 16 Feb 2026 15:24:17 GMT

Changed my data plan 23 December 2025, and my mobile account disappeared from "my products". I have spent nearly 2 months trying to get this resolved with no success. Nobody I have spoken to knows how to solve this problem. They keep promising to ring me back, but never do. I am now getting to the point where I will cancel my two mobile contracts with Sky, and find a provider that can solve what appears to be a basic IT problem

Re: Mobile account disappeared

63johnw — Mon, 16 Feb 2026 15:34:24 GMT

Hi @Harry126

I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Mobile account disappeared

arcadeavenger — Mon, 16 Feb 2026 16:04:05 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.