topic Re: Sky mobile network and account issues in Sky Mobile

Sky mobile network and account issues

Niknak1984 — Sun, 20 Sep 2026 09:41:36 GMT

I currently have two issues and trying to get them resolved is proving nigh on impossible.

Problem 1: my sky account seemed to forget I existed so I added my broadband account back on but tried to add my mobile accounts as I have two phone and sim contract and a sim only contract with them and it wont add them to my account it just keeps asking if I want to buy a new phone. So I am unable to view bills or anything and my bill was higher last month and I cant see why.

Problem 2 - my phone is currently saying emergency calls only so I cant make or receive calls. I tried something Chat GPT suggested and it stated that sky network is not recognised on my E-sim. I then tried something Sky AI vhatbot suggestef and thsmat didnt work either.

I cant call sky as I cant make phone calls is someone able to advise please as I am about to tear my hair out. Problem 1 has been like it for about 5 months, problem 2 since yesterday.

Re: Sky mobile network and account issues

caesarome — Sun, 20 Sep 2026 11:10:28 GMT

@Niknak1984

For problem 1 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.

For problem 2 have you put your phone into flight mode, left it a few minutes and turned this off ?

Re: Sky mobile network and account issues

Niknak1984 — Sun, 20 Sep 2026 11:24:41 GMT

Thank you, I will await the chat bubble for problem 1, will I get an email notification of this?

For problem 2, I have tried putting it in flight mode and then off again.

Regards

Re: Sky mobile network and account issues

arcadeavenger — Sun, 20 Sep 2026 11:58:41 GMT

Thanks for escalating this @caesarome. We’ve sent @Niknak1984 an invite to chat.

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

Re: Sky mobile network and account issues

LizM1970 — Sun, 20 Sep 2026 12:23:20 GMT

This is the same for me , the sky app cannot detect my services .

When people try and call me they get a message " unrecognised number" or out of service " .

I try to make calls and it rings then disconnects before they answer.

I can't find how to get through to a human to sort this out .

Re: Sky mobile network and account issues

Kat1206 — Sun, 20 Sep 2026 12:39:54 GMT

What was the outcome for this. I've been experiencing this since yesterday

Re: Sky mobile network and account issues

Niknak1984 — Sun, 20 Sep 2026 12:42:16 GMT

im still waiting for a resolution to this. My network issue also started yesterday. My issue that I cant view my account details started months ago.

Re: Sky mobile network and account issues

_Claire — Sun, 20 Sep 2026 14:22:14 GMT

Hi @LizM1970 I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Sky mobile network and account issues

Grace4167 — Sun, 20 Sep 2026 14:37:41 GMT

this is the same for me.

my phone is saying it is an incorrect number whenever people are trying to call me. the calls are coming through but when clicked to answer this is the message given at the other end

Re: Sky mobile network and account issues

_Claire — Sun, 20 Sep 2026 14:47:37 GMT

Hi @Grace4167 I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Sky mobile network and account issues

Kat1206 — Sun, 20 Sep 2026 15:33:58 GMT

Are you able to assist me with this issue?

Re: Sky mobile network and account issues

caesarome — Sun, 20 Sep 2026 15:38:46 GMT

@Kat1206

What issue are you having as you need to explain this before help can be arranged ?

Re: Sky mobile network and account issues

Kat1206 — Sun, 20 Sep 2026 15:40:45 GMT

Since yesterday I have been unable to make or receive calls, I've check the mobile data APN, MMSC, MMS proxy etc with advice given.

When someone has tried to call me the call doesn't connect and they are told my mobile number is not recognised

Re: Sky mobile network and account issues

LizM1970 — Sun, 20 Sep 2026 15:50:20 GMT

Thank you

Re: Sky mobile network and account issues

Kat1206 — Sun, 20 Sep 2026 16:02:18 GMT

@_Claire Are you able to help with my issue which seems to be the same as the other users

Re: Sky mobile network and account issues

_Claire — Sun, 20 Sep 2026 18:21:41 GMT

Hi @Kat1206 I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Sky mobile network and account issues

HeatherL — Mon, 21 Sep 2026 09:25:12 GMT

Also having an issue with no signal / service. Anyone been able to fix this?

Re: Sky mobile network and account issues

caesarome — Mon, 21 Sep 2026 09:27:25 GMT

@HeatherL

Try putting your phone into airplane mode for a few minutes.

Re: Sky mobile network and account issues

HeatherL — Mon, 21 Sep 2026 09:30:02 GMT

Hi there. I've tired this but still no change.

It says no service then emergency calls only.

Re: Sky mobile network and account issues

Niknak1984 — Mon, 21 Sep 2026 19:25:35 GMT

I have resolved the issue myself with no help from Sky at all but my friend Chat GPT. I hope this can help someone else:

Let's try the easiest fix first
On your Samsung Galaxy Z Flip 7, look for an app called Sky Menu.
Open your Apps screen.
Search for Sky Menu.
Open it.
Look for Roaming.
You should see Automatic and Sky Settings.
Make sure both have a > showing in front of them.