topic Re: Mobile Upgrade in Sky Mobile

Mobile Upgrade

Dermot15 — Wed, 25 Feb 2026 10:18:17 GMT

When i look on-line at my account it tells me that a swap is available to me, it lets me value my phone and it lets me pick the new one, but wont go through to the payment page, it just comes up "we cant process your request online right now" and tells me to call the phone No below.

I did cal te No and I was told that i cannot upgrade my phone, even thoughmy acount tells me I can.

I am told I cant upgrade my phone until 24 months have passed, and only 12 months have passed, which is as per my contract, but on-line tells me I can.

When i asked can I pay to upgrade my phoen now - I was told that I cannot - this does not seem correct at all?

Re: Mobile Upgrade

caesarome — Wed, 25 Feb 2026 10:21:52 GMT

@Dermot15

You can swap or upgrade anytime after 31 days but the earlier you do it tne more you might have to pay against the device that would be returned to Sky.

If you are in Swap24 then if you do this at 24 months then the value of the device should be enough to pay off what you owe against it but should you do this at 12 months it might not be enough so whatever is left to pay would be added to your next availble bill.

Re: Mobile Upgrade

Dermot15 — Wed, 25 Feb 2026 10:24:20 GMT

I can see on-line that i need to pay approximately €200,as the value of my devise is less than what i owe, and I am willing to do this, but when I speak to them on the phone, they are telling me that I cant and on-line is apparently not working - any suggestions?

Re: Mobile Upgrade

caesarome — Wed, 25 Feb 2026 10:26:51 GMT

@Dermot15

It might be worth calling again and if you still get nowhere fill in this form to register a complaint:

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