Problems with ordering and receiving new phones

cfgridley — Wed, 05 Aug 2026 08:06:49 GMT

Has anyone had any experience of phones being stuck in the post system?

I ordered 4 new phones and 4 new sims to go with them on June 28th. 2 came the next day and everything is fine with those, the two allocated sims activated.

However the other 2 were supposed to be delivered the day after, but they never arrived. The tracking information was great right up to the point it was supposed to be delivered, then they simply dissapeared and information displayed was "your package is back at the hub" it stayed there for 2 weeks - i kept calling sky, chatting via whatsapp and chat etc, they told me to wait. Then on 13th July they finally said they could recall them from the courier and escalate it to missing phones. If i wait another 14 days for this to happen, they can then remove them from my account and I can order 2 replacement phones.

I am still trying to get this resolved. They finally escalated it on 30th July. And nothing is happening. I have sent an official complaint and that hasn't been acknowledged. Everytime I call to ask for help I am told that the sky expert can override the stuck phones and just order 2 more, but after a good hour on the phone it transpires they can't do that as there is a maximum of 5 phones per account. And the stuck phones are still stuck on there.

Any advice? The escalation details just say to contact the customer asap. But its been 6 days and nothing. How long should I wait before I blow a fuse?

Re: Problems with ordering and receiving new phones

caesarome — Wed, 05 Aug 2026 09:00:19 GMT

@cfgridley

Pretty much all you can do now is to put in a formal complaint:

https://www.sky.com/help/complaints

topic Re: Problems with ordering and receiving new phones in Sky Mobile

Problems with ordering and receiving new phones

Re: Problems with ordering and receiving new phones