Mobile repair issues

Louz — Thu, 26 Mar 2026 19:58:10 GMT

My daughter's mobile stopped working, no signs of damage, no issue beforehand but won't turn on, charge or do anything. It was a Christmas present.

This phone is an absolute essential due to autism and mental health issues and I'm having to crisis manage on a daily basis. I've had to get her an alternative phone, sim and number die to how appalling sky have been in sorting this.

I informed them 8th March, told they'd send parcel for me to return phone for a repair. Was told I'd get phone call to check it had all gone next day which didn't happen. Waited and got nothing so phoned again, issue with system and they can't send me package so staff member said they'd do a complaint on my behalf. Wait a week and absolutely nothing so called again and getting a bit of a theme here. System issue, need to rebook repair, sure it'll be in the post this time. Although I was told if I head to London and a Samsung shop maybe they can repair. I mean I've only got 2 disabled children I can just nip on the train to London.

By now I'm fed up but try again and again same thing. System can't send out stuff I need to return phone. Phone doesn't work, daughter in distress as she can't handle change and it's causing huge problems for me.

Try to complain online as have to admit it's easier for me to sort things in the evening. No response on any emails I try to send, all bounce back. They ask me to try sky help on messenger. Again apologies for poor service, understanding it's not good enough but still nothing can be sent.

I'm paying for a contract that can't be used, phone that doesn't work and no one will listen or help resolve. I was told they'd amend Bill while it's not working. Not happened. In fact theyve made mistake and knocked social tariff off my broadband.

I'm absolutely furious with service so far, lack of accountability or getting anything resolved and constantly told system won't do it. But they're still trying to flog me extra things. I've got 4 mobile contracts along with TV and broadband.

How do I make complaint without going through the virtual assistant asking and clearly not understanding me as that drives me insane, I have tried. I might just swear at someone if I have to speak to them again as they just say really sorry, system won't work but keep paying for something you're not able to use. I need this phone and number working again. Anyone with autistic children or a child in mental health crisis knows how much of an impact change can be and how much of a lifeline the ohoen is. She is only safe now because I've had to buy a payg phone to keep her going.

Re: Mobile repair issues

caesarome — Thu, 26 Mar 2026 20:02:51 GMT

@Louz

You can fill in this online form to register a complaint:

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

This gives Sky 8 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

topic Mobile repair issues in Sky Mobile

Mobile repair issues

Re: Mobile repair issues