topic Re: Case started but no update received in Sky Mobile

Case started but no update received

Kimclem17 — Fri, 19 Jun 2026 19:39:48 GMT

I ordered and Apple Watch which was supposed to get delivered on Saturday 13 June by DPD. I made sure somebody was home all day either myself or my husband I got a notification that the item had been delivered so went to check if it had been left by the front door (even though the item shouldn't have been left) but it was there and the picture sent to me by DPD wasn't even our door. I couldn't get in touch with DPD because they had closed for the day, so waited until Sunday 14th and contacted them again and they said I had to speak to sky about it. I contacted sky on the Sunday and told them all about it and they raised a case of which I have a reference number, it is now nearly a week later and I haven't heard anything.

Re: Case started but no update received

Daniel0210 — Fri, 19 Jun 2026 19:42:53 GMT

@Kimclem17

It's likely to take a fair bit longer than one week. If you've actually submitted a complaint Sky have up to 6 weeks to resolve it.

Re: Case started but no update received

Kimclem17 — Sat, 20 Jun 2026 21:24:38 GMT

Thank you for the reply, I wasn't sure how it worked and they didn't give a timeframe when the case was raised.

Re: Case started but no update received

caesarome — Sat, 20 Jun 2026 21:39:32 GMT

This explains the proccess:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice

If your complaint remains unresolved after six weeks, we’ll send you a written reminder of your right to go to CISAS. We’ll also send you a deadlock notification on your request, unless there are further steps we can take to resolve your complaint in a timely manner.