topic Re: SWAP 24 - Not Eligible in Sky Mobile

SWAP 24 - Not Eligible

Jernau — Sat, 10 Jan 2026 11:04:09 GMT

I have a Macbook Air through Sky Mobile which should now be eligiable for a swap as I took the payment agreement on in 2024. I checked the swap date a month ago and the it was showing as the 10th of January on the Sky website. I want to upgrade to a Macbook Pro so on the 10th of January I logged into the Sky site and lo and behold the site states "Unfortunately you're not eligible to upgrade your device". Odd I thought so got in touch with Sky chat support who told me that as I don't have an active SIM card I cant upgrade!

At no point when I went into this agreement was I aware I have to have an active Sky SIM card to swap my device, when I got the device I did get a free 100Mb data SIM but was told I did not need to activate it if I did not need it.

So what are my options now, surely I do not have to have paid SIM plan to upgrade a Laptop?

Re: SWAP 24 - Not Eligible

PandJ2020 — Mon, 12 Jan 2026 11:25:44 GMT

@Jernau wrote:
surely I do not have to have paid SIM plan to upgrade a Laptop?

Not that I'm aware of... Try contacting them again and see if they say different.

Re: SWAP 24 - Not Eligible

63johnw — Mon, 12 Jan 2026 12:07:45 GMT

As advised in your other thread @Jernau you will need to call sky for help with this.

Re: SWAP 24 - Not Eligible

Jernau — Tue, 13 Jan 2026 13:10:45 GMT

Unfortunately I have tried contacting Sky on a number of occasions and being told I will be called back but no one from Sky calls back, I have raised a complaint but again aside from an acknowledgment that they received my initial email no follow up

Re: SWAP 24 - Not Eligible

JosephtheDaddy — Thu, 26 Mar 2026 09:38:02 GMT

I am now experiencing the same issue when trying to upgrade my wife's phone.

As this wasn't stipulated in the contract I agreed to when I originally signed up (we ported out the number a couple of months ago as cost was getting silly) I will be looking at how I can take this further.

Re: SWAP 24 - Not Eligible

caesarome — Thu, 26 Mar 2026 09:39:39 GMT

@JosephtheDaddy

What did Sky say when you called them on 150 ?

Re: SWAP 24 - Not Eligible

JosephtheDaddy — Thu, 26 Mar 2026 09:40:41 GMT

I dont get an answer, cs is rubbish.

Last time I was on hold for almost an hour and then got cut off.

Re: SWAP 24 - Not Eligible

PandJ2020 — Thu, 26 Mar 2026 09:52:05 GMT

@JosephtheDaddy wrote:
I dont get an answer, cs is rubbish.
Last time I was on hold for almost an hour and then got cut off.

The terms don't appear to explicitly state a dataplan is required.

The only term is "5.11. If you are swapping to a new device that’s compatible with eSIM you will need to order a replacement SIM on your My Sky account. This will need to be activated and installed on your new device."

I'm wondering whether this is preventing it?