topic Re: Can’t contact Sky in Sky Mobile

Can’t contact Sky

KarlD52 — Wed, 26 Aug 2026 13:42:04 GMT

Help

i switched to Sky yesterday and today I have no service

ive installed an e-Sim and done all the things they said but today i cant use my phone or WhatsApp to get help

I was promised a call back last night but didn't get one

please advise thanks

Re: Can’t contact Sky

KarlD52 — Wed, 26 Aug 2026 13:45:50 GMT

I've triedrefreshing the network settings so go Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings. Then in Settings - Phone - My Number and then rebooted the phone.several times

still no service and no way of communicating with Sky

it's an iPhone 15 pro

Re: Can’t contact Sky

caesarome — Wed, 26 Aug 2026 15:04:29 GMT

@KarlD52

You know probably have but have you activated the eSIM ?

Re: Can’t contact Sky

KarlD52 — Wed, 26 Aug 2026 15:57:18 GMT

Yes it seems it is activated on my phone e

I've been on live chat for almost 2 hours without success

now they've closed the service until tomorrow

esim is activated on my phone but I just can't connect to any network

they thought need to escalate it to the mobile team to check the status of my number port and eSim activation at their end

a real nightmare with no way of speaking with anyone

Re: Can’t contact Sky

KarlD52 — Wed, 26 Aug 2026 16:07:45 GMT

PLEASE CAN MY CASE BE ESCALATED TO THE MOBILE TEAM AS I CANT COMMUNICATE WITH SKY TO RESOLVE MY ISSUE

Thanks

Re: Can’t contact Sky

caesarome — Wed, 26 Aug 2026 16:15:38 GMT

@KarlD52

I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Can’t contact Sky

arcadeavenger — Wed, 26 Aug 2026 17:12:30 GMT

Thanks for escalating this. We’ve sent @KarlD52 an invite to chat.

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

Re: Can’t contact Sky

KarlD52 — Thu, 27 Aug 2026 07:12:02 GMT

I've still had no contact with Sky this is the second day without service or ability to communicate with Sky

Re: Can’t contact Sky

KarlD52 — Thu, 27 Aug 2026 08:15:16 GMT

I'm now told I'll have to wait up to 48 hours for the network team to address htis as it seems my number may not have been transfered correctly. Seems a long time to be without support. I'm assuming I will be contacted by email as Voice, Text and Phone not working.

I'm also very worried my phone settings won't be correct as changed lots of things on instruction through the SKy Help Chat ....

This is not a nice experience

Re: Can’t contact Sky

NJM78 — Thu, 27 Aug 2026 12:16:11 GMT

Sadly Sky Customer Service is one of the worst out there!

Hope you get sorted 🤞🏼

Re: Can’t contact Sky

KarlD52 — Sat, 29 Aug 2026 08:24:52 GMT

Now 60 hours after being escalated and no contact from Sky

looks like I'll be without a phone for the bank holiday weekend and no way of communicating.

this is totally unacceptable service and I'm now looking for compensation.

its very worrying as a pensioner who lives on his own I'm feeling very vulnerable, stressed and upset.

please get back to me so I can find out what is being done to help me

Re: Can’t contact Sky

KarlD52 — Sat, 29 Aug 2026 08:33:49 GMT

Please see the chat

my issue has still not been solved

Re: Can’t contact Sky

KarlD52 — Sat, 29 Aug 2026 08:35:06 GMT

Still not sorted 48 hours later and no sign of any communication from the support team

what else can I do?

Re: Can’t contact Sky

KarlD52 — Sat, 29 Aug 2026 08:36:18 GMT

I'm still waiting for support, 48 hours later no sign of any communication or help coming.

Can’t communicate with Sky - Complaint number

KarlD52 — Wed, 02 Sep 2026 08:58:53 GMT

I switched to Sky almost a week ago

since then my phone has not worked to I can't contact Sky for help except by chat

I raised the issue almost a week ago and it was discussed here in the community

https://helpforum.sky.com/t5/Sky-Mobile/Can-t-contact-Sky/m-p/5355451#M303046

I finally used a friends phone to talk to Sky on Saturday and was promised I would get a new sim delivered and connected.

i raised a complaint [removed] as I did not feel my case was being g treated with any urgency by the mobile team despite it being accelerated.

well my sim has still not arrived, nor any response from tge mobile team and my complaint has not been resolved.

im really upset and furious. I explained I'm a pensioner on my own with no way of communicating with Sky. So I'm back to square one - I can't talk to anyone and nobody is communicating with me.

PLEASE HELP

Moderator Actions: removed personal details

Re: Can’t contact Sky

Daniel0210 — Tue, 01 Sep 2026 16:26:36 GMT

@KarlD52

Your new thread has been removed as you've included the unique complaint number specific to you, also your post on here referencing it.

Once you've submitted a complaint Sky have up to 6 weeks to resolve it before you can ask for a deadlock letter.

Re: Can’t contact Sky

KarlD52 — Tue, 01 Sep 2026 17:53:47 GMT

Hi Daniel

I'm told by email SKy have 10 days to review and resolve it. They closed my complaint so the new thread is because the complaint has not been resolved - I've never been communicated with about it

Re: Can’t contact Sky

Daniel0210 — Wed, 02 Sep 2026 09:20:34 GMT

@KarlD52 wrote:

I've never been communicated with about it

@KarlD52

What was the outcome of the chat invite sent by the Community Messaging Team on the 26 August (post 7 of this thread)?

Re: Can’t contact Sky

KarlD52 — Wed, 02 Sep 2026 10:06:38 GMT

Hi - thanks for the follow up

I got lots of promises but nothing has happened so far, so its now 1 week since I reported the issue

Last Friday I used a friends phone to talk to Sky Help. As I said before I am a pensioner who lives alone and I rely on my phone for lots of things including health issues.

After about 2 hours on the phonecall I was promised a new sim card would be sent to arrive at the latest on Tuesday (1 September) and the network team would be reminded of the issue.

On Saturday I phoned again and raised a complaint and asked for action and compensation for the problems I've faced and the poor customer service. I was told I would also get a "call" on WHatsApp on Tuesday to check whefher I received it and support to activate the sim. There would also be an email follow up of my complaint.

On Tuesday I got an email telling me the complaint had been resolved.

Well this infuriated me as I've not had any communiucation from anyone. I've had to instigate any communication with SKy Mobile Help through chat. No-one has been in touchwith me to help or support me.

Well the sin card did not arrive yesterday, so yesterday evening I chatted several hours on the help chat line. By this time the open chat had been closed by the support team so I could not contact them,.

On the help chat I was promnised action, including a call back via WhatsApp from the "back office" within 48 hours.

Wednesday, still no action from Sky and, no sim card in the post this morning, I asked the Help line for a tracking number fror the delivery but I didn't get it.

Now I'm getting desperate as I am travelling to Europe on Thursday (tomorrow) to meet my family (we haven't met for 20 years) . It would be a disaster for me not to have a working phone .

So I'm consdering buying a SIm with a European roaming packaage and expecting Sky to pay for it and all the inconvenience.

I've had loads of assurance and apologies. This is all meaningless as there has been no action.

Lastnight I was told on the chat that I would have to wait another 72 hours before the network team contact me. - they said apparently my number has finally been transfered, but nothing is working .... I've tried the settings and eSIm again.

Sorry for the lengthy summary but this has been very upsetting and stressful and I've nobody to talk to about it.....

Re: Can’t contact Sky

Daniel0210 — Wed, 02 Sep 2026 10:19:10 GMT

@KarlD52 wrote:

So I'm consdering buying a SIm with a European roaming packaage and expecting Sky to pay for it and all the inconvenience.

@KarlD52

When this is finally resolved you could ask Sky for a credit to be placed on your account as a good will gesture but you certainly shouldn't rely on Sky paying for roaming charges via another provider. You may end up with a hefty bill.