topic Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account in Account & Billing

Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Mac_U — Sat, 26 Apr 2025 21:17:08 GMT

Guys,

I am writing to report a scam that has caused me significant emotional distress and financial loss.

First Contact: 23rd April 2025 (Wednesday)
Scammer Details: A man, sounding middle-aged and of Indian origin, identified himself as "Mark" from Sky. He sounded convincing and personified Sky very well.

He called claiming to offer a 40% discount and a delivery of 2nd Generation Apple AirPods as part of a promotion.
Due to an earlier email I received (which I believed was legitimate at the time), I trusted the call and answered security questions.

A few days later, I received not AirPods, but instead a Google Pixel 9 and a Google Smartwatch — both ordered under my Sky account, completely unknown to me.
The scammers, still posing as Sky, told me it was a "mistake" and requested that I return the items using a QR code they sent via WhatsApp.
Believing their story, I took time out of my day and physically sent the items back, without realising it was a scam.

They apologized profusely and assured me again that I would receive the correct AirPods soon.

However, another "mistake" occurred, and this time a Google Pixel Pro XL was delivered — again ordered under my Sky account.

The moment I opened this package, I sensed something was very wrong.
With encouragement from my family, I searched for Sky’s actual number and spoke to Sky directly.
Their information was completely different from what I was told by the scammers.

Upon deeper inspection of my Sky account this evening, I saw multiple fraudulent orders made and a significant, unexplained increase in my bill.

This experience has been extremely upsetting for me — especially because this Sky account originally belonged to my late mother, and I am still getting familiar with managing it.
I feel completely violated and deceived.

I am urgently requesting that you look into this case.
I am deeply angry, hurt, and disappointed that such scams are happening under the guise of trusted brands.

Thank you for your time and support.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

peter-marlow+1966 — Sat, 26 Apr 2025 21:31:25 GMT

Sorry to hear about this but thankyou for letting us know about this we are all fellow customers on here like yourself, you need to report this to sky again and to action fraud as well , hope you get this sorted as soon as possible all best take care

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

MarkGoldsmith — Sat, 26 Apr 2025 21:32:33 GMT

Unfortunately this is quite a common scam and isn't unique to Sky. The scam is incredibly common with the scammers pretending to be from most of the well known large mobile providers.

Along with reporting it to Sky, i'd suggest reporting it to the relevant authorities as well ( like Action Fraud).

It might also be worth taking a read of this documentation from Sky: https://www.sky.com/help/articles/sky-scams-help#whattodo

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

caesarome — Sat, 26 Apr 2025 21:35:40 GMT

Sorry you have gone through this but Sky does have an article up on their site about issues like this:

https://www.sky.com/help/articles/account-takeover

Also have a read here under the "What to do if you suspect your account has been accessed without your permission" section as at the very least you should change your online password:

https://www.sky.com/help/articles/sky-scams-help

You can reset your password here:

https://skyid.sky.com/resetpassword/

@Mac_U wrote:

Upon deeper inspection of my Sky account this evening, I saw multiple fraudulent orders made and a significant, unexplained increase in my bill.

Have they cancelled these orders for you, if devices do turn up then you must call Sky about them and ignore anything else including anyone that turns up to return them for you.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

twilight+princess — Sun, 27 Apr 2025 16:00:03 GMT

It's a well known scam & hopefully Sky will sort it out.
I hope you've changed the password on the account to lock out the scammers otherwise they'll continue buying phones etc?

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Sat, 16 Aug 2025 11:57:09 GMT

Hi just found this articale the same has happened to me in the same way they scamed two mobile phones from my account have repoted to sky and action fraud, but realy angry at myself for falling for this and feel really embarest also.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

caesarome — Sat, 16 Aug 2025 12:10:37 GMT

There is no need to be embarrassed about this so hopefully this experience will make you be more cautious to both phone calls and emails you receive who say they are from the likes of Sky or other companies.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

dbossom — Mon, 18 Aug 2025 18:38:35 GMT

Hi @Nick789uk My elderly mother-in-law fell victim to the same scam a month ago and it took a while to sort out (see here, thread with similar title, for details). My strong advice would be NOT to return the devices until you are 100% sure that you are returning them to the real Sky. My mother-in-law was contacted three times by the fraudsters - each time supplying a (fake) returns label. There are only two legitimate Returns addresses, shown here. My other advice is to be patient - it may take several days before your fraud case is resolved.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Tue, 19 Aug 2025 08:01:14 GMT

Hi thanks for the reply to all I have not heard anything yet from sky as of yet so not sure what is going on to sort this.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

dbossom — Tue, 19 Aug 2025 08:06:45 GMT

In our case it was 10 days, following our report of the fraud to Sky Customer Service, before the Sky security team got in touch.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Wed, 20 Aug 2025 17:17:23 GMT

Just been onto sky about the case told me that they will contact me in 14 working days in the mean time my bill will come out from my bank. Also when I first reported the scam although the person was sempathtic they tried pussing me to get sky movies this is not a good look.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

PandJ2020 — Wed, 20 Aug 2025 17:20:51 GMT

@Nick789uk wrote:
Also when I first reported the scam although the person was sempathtic they tried pussing me to get sky movies this is not a good look.

Every call is a sales opportunity... 😎

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

dbossom — Wed, 20 Aug 2025 17:20:51 GMT

Completely agree. Upselling during a time of great anxiety is totally distasteful.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Thu, 04 Sep 2025 11:03:39 GMT

Hi not much of an update as I have heard nothing from Sky about the scam and the fake account which was in my name although they are charging me for the two phones that the scammer got, very disapointed in not hearing anything not even an acknolwagement from them, willgive it another few days and if nothing will put a complaint in. Just had athought if I canceled my direct debit I bet they would be in touch with me in a flash.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Mark39 — Thu, 04 Sep 2025 12:17:19 GMT

@Nick789uk I've no doubt Sky will contact you when their fraud department have finished their investigations. I suspect the two weeks indicated was somewhat ambitious.

See here for how to raise a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

Again, they may not be able to respond meaningfully while investigation is ongoing.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Thu, 04 Sep 2025 13:37:30 GMT

Thank you for your advice I do realise that it takes time to investigate but heared nothing would have been great to get some sort of acknolegment from them that it is being looked into.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Tue, 14 Oct 2025 06:41:10 GMT

Hi no nothing has been sorted out yet even though I have emailed them a second time and they have not got back to me.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

MightyQuinn — Tue, 14 Oct 2025 08:44:31 GMT

@Nick789uk wrote:
I have emailed them a second time and they have not got back to me.

Hi @Nick789uk As we believe that Sky do not use email as a method of inbound communication, how did you manage that?

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

Nick789uk — Tue, 14 Oct 2025 10:53:02 GMT

Went on to their how to make a complaint page and it gives you a few different options on how to contact them one is email, as I said the first email got a responce but the second I am still waiting been over 10 days now so not happy about it, going to take further action if they do not resond, as this is causingb anixity.

Re: Subject: Urgent Scam Report — Impersonation of Sky, Fraudulent Orders Made on My Account

dbossom — Tue, 14 Oct 2025 11:03:54 GMT

For what it's worth... After resolving (patiently and painfully) this exact scam for my 89-year-old mother-in-law in August, I wrote to Sky Complaints Dept (at the Livingston, EH54 7DD address) detailing her/my experience and making some constructive suggestions for how they could improve handling of these worrying situations for the elderly/vulnerable.

Posted 11th August, recorded delivery, received with receipt 12th August.

Absolutely nothing heard back.