topic Re: Phone not returned by sky in Sky Mobile

Phone not returned by sky

Claire385 — Mon, 30 Mar 2026 18:25:23 GMT

I reported my phone broken on the 9th February, after putting my details on someone else's account, I was finally able to return it, I have proof it was recieved on the 26th February. Since that date I am still waiting, I phone all the time, to be told different things such as its lost, we found it but Royal Mail kept the phone but not to worry because a colleague from the office was driving it down to me, to its lost again, to its been posted, to its still in review. I am on over 20 hours of speaking to them and for the 5th time my case is apparently escalated. They don't return calls, no emails, I am at a loss at what I am supposed to do, I have been told again tonight that I need to be patient. I am passed around through 5 different advisors every time I ring. Each call is at least 40 minutes long, I get hung up on quite alot to. I am so disappointed in the service.

Re: Phone not returned by sky

caesarome — Mon, 30 Mar 2026 18:29:39 GMT

@Claire385

You might want to put in 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.

Re: Phone not returned by sky

Claire385 — Mon, 30 Mar 2026 18:34:33 GMT

Thank you, I have opened complaints, 2 they have just shut down and said they are closed, I can't make an outside complaint until 8 weeks, I'm on week 7.