topic Stolen phone in Sky Mobile

Stolen phone

Brad55 — Thu, 19 Feb 2026 14:30:23 GMT

After ordering a new phone in the 3rd of December I recieved the delivery from DPD with no phone in the box , I have spoken to many advisors and I am getting no where , they say they have tried to contact me but I have no calls from them , I am still being charged for a phone I do not have , can anyone tell me if they are experiencing the same issues

Re: Stolen phone

63johnw — Thu, 19 Feb 2026 14:42:13 GMT

Hi @Brad55 have you made a formal complaint ?

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

Re: Stolen phone

Brad55 — Thu, 19 Feb 2026 14:45:19 GMT

Yes I have complained to Sky and I have reported CISAS ,

Re: Stolen phone

63johnw — Thu, 19 Feb 2026 15:03:12 GMT

So if you have made an official complaint @Brad55 then sky have 8 weeks to resolve it or then you can go to the ombudsman.

Re: Stolen phone

caesarome — Thu, 19 Feb 2026 16:18:03 GMT

To go to the ombudsman @Brad55 you need a deadlock letter from Sky which you can get from them if they have not resolved this after the 8 weeks are up.

Re: Stolen phone

Zaid1412 — Mon, 30 Mar 2026 00:50:44 GMT

My phone is stolen 15 pro please get me a replacement

Re: Stolen phone

Daniel0210 — Mon, 30 Mar 2026 04:13:51 GMT

@Zaid1412
You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

You have to arrange a replacement device at your own expense if it wasn't insured.

This link explains how to report a lost or stolen mobile to Sky (can only be reported by the Sky Mobile account holder)

https://www.sky.com/help/articles/lost-or-stolen-sky-mobile

Even if the phone is lost the account holder remains liable for the remaining repayments on it.

It may also be a good idea to register any loss/theft on the Immobilise website https://www.immobilise.com

Re: Stolen phone

PandJ2020 — Mon, 30 Mar 2026 07:44:18 GMT

@Zaid1412 wrote:
My phone is stolen 15 pro please get me a replacement

Just to add to what @Daniel0210 said that anything other than the latest Pro model (17) is unlikely to be sourced new.

Worth checking what insurance you have as you have no entitlement to a 'replacement' without buying another.