topic Re: Help! SIM card and customer services no use in Sky Mobile

Help! SIM card and customer services no use

Mhairi1981 — Fri, 17 Apr 2026 12:15:08 GMT

Transferred number from O2 to Sky at end of March. Sky said number transferred successfully. It did not.

Originally I was given an eSim and I was able to make outgoing calls and use mobile data. I was not able to send outgoing SMS messages or received them and I was not able to receive inbound calls.

Phoned customer services who said they'd send activation code for new eSim. There's no point as I can't receive inbound SMS messages. Received physical SIM instead. Put this in phone (as advised) and customer services then said to delete eSIM,which I did. Now I can't use the SIM at all. No mobile data, SMS or phone calls so relying on WiFi to use phone.

Can't phone customer services as I can't make phone calls. The online chat is useless as it's AI and I can't connect to a real person. I've sent a complaint to Sky (though only a couple of days ago) and received no response.

I'm locked out of my apps because when I try to reactivate them, I'm told I need to enter code from SMS, which I can't enter as I'm not receiving SMS. I can't request a PAC PUK to cancel contract because.... yep, I can't receive SMS messages.

Any ideas on how I can get online help yo resolve?

Re: Help! SIM card and customer services no use

caesarome — Fri, 17 Apr 2026 12:19:03 GMT

@Mhairi1981

If you have put in an online complaint then this gives Sky up to 8 weeks to respond to you.

In the meantime what phone have you got so is it an iPhone and what number is shown under the settings ?

Re: Help! SIM card and customer services no use

Mhairi1981 — Fri, 17 Apr 2026 12:43:59 GMT

Its Android and no number is showing. Number showed on eSim but not physical SIM.

It does say SIM is being used for mobile data but this is not the case.

Also...EIGHT WEEKS???!!!

Re: Help! SIM card and customer services no use

caesarome — Fri, 17 Apr 2026 12:52:51 GMT

You might have already tried this so have you tried refreshing the network settings on the device;

They might be found under this so go to > Settings > System/General Management> Reset Options > Reset Netwok Settings.

You will need to setup Wi-Fi connections again after doing this.

Re: Help! SIM card and customer services no use

63johnw — Fri, 17 Apr 2026 13:05:12 GMT

Hi @Mhairi1981 did you activate the physical sim ?

Re: Help! SIM card and customer services no use

Mhairi1981 — Fri, 17 Apr 2026 13:17:15 GMT

I followed the instructions but I can only get so far before I'm told to enter a code from the SMS. Activated it through MySky app