topic Mobile swap help in Sky Mobile

Mobile swap help

Alfie2345 — Mon, 27 Jul 2026 07:11:43 GMT

Hi.....I swapped my Samsung S23 for the S26 back in May. I originally asked for the S26 5G then decided to change to the S26 Ultra 5G. I sent both back the S23 and S26 back to Sky in the same package but the S26 5G is still showing on my mobile account and I have been charged for having this. I only have 1 device....the S26 Ultra now so should not be being charged for 2. Can someone help at all please on how to remove the 2nd device off the system and refund the payments made in error. Thanks Mark

Re: Mobile swap help

daveNOS — Mon, 27 Jul 2026 08:44:05 GMT

@Alfie2345 wrote:
Hi.....I swapped my Samsung S23 for the S26 back in May. I originally asked for the S26 5G then decided to change to the S26 Ultra 5G. I sent both back the S23 and S26 back to Sky in the same package but the S26 5G is still showing on my mobile account and I have been charged for having this. I only have 1 device....the S26 Ultra now so should not be being charged for 2. Can someone help at all please on how to remove the 2nd device off the system and refund the payments made in error. Thanks Mark

@Alfie2345 Did you inform Sky you where sending back the S26 5G?

Re: Mobile swap help

Alfie2345 — Mon, 27 Jul 2026 11:33:37 GMT

Yes I spoke to someone on the phone to arrange them sending me the S26 Ultra and sending the S26 5G back.....so they definitely knew it was coming back.

Re: Mobile swap help

daveNOS — Mon, 27 Jul 2026 13:37:19 GMT

@Alfie2345 wrote:
Yes I spoke to someone on the phone to arrange them sending me the S26 Ultra and sending the S26 5G back.....so they definitely knew it was coming back.

@Alfie2345 You will need to call Sky to see why they haven't acknowledged the return, i suspect though that returning it with the S23 instead of on its own with its own packaging may have caused the issue.