Sky Mobile Customer Service

Martin339 — Fri, 17 Jul 2026 08:49:10 GMT

I’ve been a Sky customer for around 16 years, paying for TV, Broadband and Mobile throughout that time without any payment issues.

Unfortunately, my experience with Sky Mobile over the last few months has been extremely disappointing.

I travelled to Japan after specifically contacting Sky beforehand to confirm that my mobile service, including data, would work. I relied on that advice and, once I arrived, I had no service whatsoever—no calls, no texts and no data. Had I been told data wasn’t available in Japan, I would have made alternative arrangements before travelling. That complaint is now with CISAS after months of trying to resolve it directly with Sky.

To make matters worse, I’ve now tried to take out an additional Sky Mobile contract for my daughter and have been told there’s an issue with my credit file. I’ve checked with both Equifax and my bank, and both confirm there are no issues with my credit record.

When I contacted Sky, they couldn’t even access my account for much of the day due to a technical problem. Once they regained access, I was simply told again there was an issue with my credit file, but nobody could explain what that issue actually was.

I’m not suggesting these matters are connected, but the timing, combined with the lack of explanation and ongoing technical issues, has left me with very little confidence.

Has anyone else experienced Sky declining a mobile application due to an alleged credit issue, only to discover there was nothing wrong with their credit file? If so, how was it resolved?

I’m now pursuing a formal complaint and would appreciate any advice or if a Sky representative could review my account and explain what’s actually happening.

Re: Sky Mobile Customer Service

caesarome — Fri, 17 Jul 2026 09:01:22 GMT

@Martin339 wrote:

Has anyone else experienced Sky declining a mobile application due to an alleged credit issue, only to discover there was nothing wrong with their credit file? If so, how was it resolved?

I’m now pursuing a formal complaint and would appreciate any advice or if a Sky representative could review my account and explain what’s actually happening.

Plenty of people post on here reporting they have failed the credit checks for whatever reason but as Sky staff are not allow to view a customers records they can not give any reason why this will be.

As for Japan what you were originally told if you contacted them about this was incorrect as Japan is not on the list here where you can use your mobile in so did you check this before you left the UK:

https://www.sky.com/help/articles/sky-mobile-roaming-destinations-and-charges

As this is a customer helps customer forum nobody from Sky will be contacting you about this so you need to see the complaint through if you have one already in the system.

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Sky Mobile Customer Service

Re: Sky Mobile Customer Service