topic SIM card not working in Sky Mobile

SIM card not working

Pav1889 — Mon, 21 Sep 2026 14:45:37 GMT

URGENT — I NEED THIS ESCALATED TO THE SKY COMMUNITY MESSAGING TEAM

I have upgraded from an iPhone 15 Pro to an iPhone 17 Pro and traded in the 15 Pro.

My existing Sky Mobile SIM is no longer working, so I cannot receive SMS verification codes. I have now spent over 2 days and approximately 3 hours on calls to Sky and have spoken to 8 different people without this being resolved.

I urgently need my existing number working because an elderly family member is currently in hospital and I need to be contactable.

I have access to my Sky account and my email, but I cannot receive an OTP sent to my Sky mobile number because that SIM is not working.

Please escalate this to the Sky Community Messaging Team so that I can complete the necessary security checks by an alternative method and have my existing number activated on an eSIM on my iPhone 17 Pro.

I am specifically asking for this to be escalated rather than being directed back to the normal phone support process, as I have already spent several hours going through that process without a resolution.

Thank you

Re: SIM card not working

caesarome — Mon, 21 Sep 2026 15:02:16 GMT

@Pav1889

Are you able to check if the SIM card works in another unlocked phone ?

Hsve you tried getting the settings sent to your phone from here:

sky.com/networksettings (My Account > Mobile > Settings) and sign in with your Sky iD.
Select the mobile number or SIM name you're having trouble with.
Scroll to 'Resend network settings' and select Request settings.
Save the settings when your receive them and reboot your phone.

Re: SIM card not working

Pav1889 — Mon, 21 Sep 2026 16:57:45 GMT

It's defo the SIM card I put mine in and it works fine the problem is it's my wifes phone and obviously can't accept calls or txts !!! We have ended up going to o2 and it's sorted

sky help has been really poor I'm afraid

thanks for replying