Account locked for 5 weeks! Exceptionally poor communication with Sky throughout all of this

RisingWoody123 — Sat, 02 Aug 2025 11:37:10 GMT

Sky - this has honestly been one of the worst customer experiences I have ever dealt with.

On 28 June, I tried to purchase an iPhone 16 for my girlfriend on my sky account. On 29 June, I was locked out of my account and given no information as to why. After several attempts to speak to someone, I was informed that there has been fraud on my account which is ridiculous. I was initially told that it would take roughly 3-4 day to resolve however this turned out not to be the case... below is a timeline over the last 5 weeks where I have tried to make contact with sky to resolve:

05 July - 0344****280 - unable to get through to anyone; 0330****000 - operative promised it would take a further 3 days to resolve

08 July - 0344****280 - unable to get through to anyone;

10 July - 0344****280 - twice unable to get through to anyone;

15 July - 0344****280 - unable to get through to anyone; 0330****000 - operative called 'Pam' said that she can't believe the correct process has been done to unlock my account. Said she would fill out a form, raise higher and it should be resolved within 24-48 hrs. Promised she would call me back if there were any issues (she has not!).

17 July - 0330****000 - spoke to operative and said it would take a further 48 hrs to resolve. Exceptionally unsympathetic operative.

19 July - 0330****000 - spoke to an operative by the name Aisha. Very nice and she again re-rasied the form to escalate this. Promised this would take a few days to resolve and promised she would call me back once resolved (has not!)

31 July - 0344****280 - unable to get through to anyone;

02 Aug - 0344****280 - finally got through to an automated voice that said my account had now been unlocked.

During this period of blackness, I ran out of data and had to purchase another e-sim for £6.98 so I could continue using my phone for work which is just totally unacceptable.

I used 50gb of data to purchase this iPhone for my girlfriend and I haven't been credited since the order was cancelled and phone returned back to sky. I also lost the opportunity to roll 50.77gb of data which I have now subsequently lost.

Overall, the interactions (or lack of) with Sky over the last 5 weeks have been exceptionally shocking. I have seriously lost my faith in Sky and what you can offer. I am seriously considering leaving you when my mobile contract is up.

Having reached out to an opertaive, they're offering a £5 good will credit to my account - an absolute slap in the face! I've lost access to my account for over a month, spent £6.98 on a new e-sim and now lost 100+gb - absolutely shocking Sky!!!

Re: Account locked for 5 weeks! Exceptionally poor communication with Sky throughout all of this

caesarome — Sat, 02 Aug 2025 12:12:17 GMT

@RisingWoody123

You can put a complaint in by filling in this form:

https://www.sky.com/help/complaints

topic Account locked for 5 weeks! Exceptionally poor communication with Sky throughout all of this in Account & Billing

Account locked for 5 weeks! Exceptionally poor communication with Sky throughout all of this

Re: Account locked for 5 weeks! Exceptionally poor communication with Sky throughout all of this