topic Re: Credit for mobile swap in Sky Mobile

Credit for mobile swap

Jan65 — Sun, 14 Jun 2026 10:20:13 GMT

I sent my old phone to sky in April after swapping to iPhone 17. I was offered £80. After making several calls to sky I'm still awaiting a credit. On each call I'm reassured the credit is going through and should definitely receive a credit in three to five working days. I'm going round in circles and not sure what my next step would be. Please can you help. Thanks

Re: Credit for mobile swap

63johnw — Sun, 14 Jun 2026 10:23:06 GMT

Hi @Jan65 the £80 would go towards paying off the old phone, are you still being billed for the old phone ? How much was owed on the old phone ? Check the payment history of the old phone.

Re: Credit for mobile swap

Jan65 — Sun, 14 Jun 2026 10:45:02 GMT

Thanks. My old phone was paid off a couple of years ago. I was told several times the credit would go towards my next bill. But two bills later I'm still waiting. Do you know how I can escalate because I'm getting nowhere with the advisors ?

Re: Credit for mobile swap

63johnw — Sun, 14 Jun 2026 10:53:39 GMT

So you used the trade in rather than swap service that Sky offer @Jan65 ?

Re: Credit for mobile swap

Jan65 — Sun, 14 Jun 2026 11:01:20 GMT

Hi. Yes that's a better way of putting it but when ordering the new phone I want through the swap option.

Re: Credit for mobile swap

63johnw — Sun, 14 Jun 2026 11:13:08 GMT

I am surprised that you could get through the swap process @Jan65 as once a device is paid off it's yours completely and can't be swapped ? This may be the issue. I have asked if this is something that can be dealt with by the escalation team and will post back on here when they respond.

Re: Credit for mobile swap

Jan65 — Sun, 14 Jun 2026 11:21:30 GMT

Great. Thanks very much

Re: Credit for mobile swap

63johnw — Mon, 15 Jun 2026 15:15:56 GMT

Hi @Jan65

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Credit for mobile swap

Jan65 — Mon, 15 Jun 2026 15:19:36 GMT

Thanks for your help. Fingers crossed it finally gets sorted

Re: Credit for mobile swap

AceRimmer — Mon, 15 Jun 2026 18:35:59 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Credit for mobile swap

Jan65 — Fri, 19 Jun 2026 10:12:43 GMT

Finally received the credit for a mobile phone swap. Thanks to everyone involved at Sky Community for sorting this. Much appreciate your help

Re: Credit for mobile swap

Coggers56 — Fri, 18 Sep 2026 16:50:43 GMT

Did your old contract end when your new one started

Re: Credit for mobile swap

PandJ2020 — Fri, 18 Sep 2026 16:54:16 GMT

@Coggers56 wrote:
Did your old contract end when your new one started

If you perform a 'swap' then, yes, the existing contract is terminated as part of the process (and any shortfall between the value of the trade and the outstanding credit is payable in full on the next bill).

Re: Credit for mobile swap

Coggers56 — Fri, 18 Sep 2026 16:59:38 GMT

Even if my 36 month contract says I can swap24

Re: Credit for mobile swap

PandJ2020 — Fri, 18 Sep 2026 17:02:31 GMT

@Coggers56 wrote:
Even if my 36 month contract says I can swap24

A Swap24 contract (A 36 month repayment period) is designed that the residual value of the phone should cover the outstanding credit at 24 months - so you basically you just start a new contract...

If you swap early then you are likely to have an additional one-off payment.