topic Re: mobile switch in Sky Mobile

mobile switch

hugoman56 — Wed, 16 Sep 2026 17:44:13 GMT

I ordered new sim from within my sky app and gave my plan a name. When sim arrived I activated it from within the app. The phone is working for calls and data while my old number transfers tomorrow. All good so far. I then open my sky. My mobile plan haas disappeared and I get link existing account open in its place. Asks for surname, postcode etc. I know these but get error message when I enter them. I am on unlimited data so not an immediate problem but would like to be able to see what is happened.

Re: mobile switch

caesarome — Wed, 16 Sep 2026 18:19:25 GMT

@hugoman56

To get you some help with this 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: mobile switch

Brill+Gill — Thu, 17 Sep 2026 07:48:35 GMT

Thanks for escalating this @caesarome. We’ve sent @hugoman56 an invite to chat.

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

Re: mobile switch

hugoman56 — Sat, 19 Sep 2026 12:24:42 GMT

i responded to invite but it's now disappeared. I received two mew sims today> Went to activate but can't get passed link sky id, just goes in a loop. These were sent direct from sky, not ordered via app. The first sim is working but can't be accessed through the account. The two new ones just loop round link sky id.

Re: mobile switch

hugoman56 — Sat, 19 Sep 2026 12:34:52 GMT

the invitationt to chat disappeared after I added extra info. I now have two new sims that I can't activate. Followed instructions and in a link sky id loop.

Re: mobile switch

caesarome — Sat, 19 Sep 2026 12:36:46 GMT

@hugoman56

I have alerted the messaging team again for you.

Re: mobile switch

arcadeavenger — Sat, 19 Sep 2026 12:49:37 GMT

Thanks for re-escalating this @caesarome. We’ve sent @hugoman56 another invite to chat.

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