topic Re: Restricted sky mobile account in Account & Billing

Restricted sky mobile account

Katherinex96z — Thu, 20 Mar 2025 00:20:24 GMT

My sky mobile account is restricted and can not upgrade my phone due to "outstanding bill" yet I'm fully paid off and never missed a payment.

Everytime I call I get bullied into getting a sim only deal which I don't want.

How can I get it reinstated?

Re: Restricted sky mobile account

Anonymous — Thu, 20 Mar 2025 07:10:32 GMT

What happens when you go to https://www.sky.com/myaccount/mobile?

Re: Restricted sky mobile account

Katherinex96z — Thu, 20 Mar 2025 07:56:59 GMT

I can see my account, I just can not start an upgrade or look at new phones as it says I'm restricted

Re: Restricted sky mobile account

caesarome — Thu, 20 Mar 2025 09:44:11 GMT

@Katherinex96z

Is your phone itself working so you can make calls, send messages and use mobile data so it is just online that is showing this restricted message ?

Re: Restricted sky mobile account

Katherinex96z — Thu, 20 Mar 2025 09:45:19 GMT

I can make calls and text, just online saying its restricted x

Re: Restricted sky mobile account

caesarome — Thu, 20 Mar 2025 09:49:56 GMT

@Katherinex96z

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: Restricted sky mobile account

Addie15 — Thu, 20 Mar 2025 11:01:26 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Katherinex96z.