topic Re: Unable to get an answer from call centre in Account & Billing

Unable to get an answer from call centre

ked77 — Fri, 02 Jan 2026 20:41:30 GMT

I have been trying to contact the call centre for 2 days, it states they have an outage somewhere. I have a mobile phone bill due to be paid 4th Jan which has gone up by 4.50 just on my phone not my partners. And I have randomly been charged for texts - never happened before. I also thought both our phones were paid off in December. Really annoyed I can't speak to a human and the Bot is a waste of time.

Re: Unable to get an answer from call centre

caesarome — Fri, 02 Jan 2026 21:48:32 GMT

@ked77

Are these texts messages those that you have sent to other UK mobiles ?

To see what is left to pay go to your "My Payments" section here:
https://www.sky.com/myaccount/mobile/device/x/payments

Swap24 is this is the package you are on is a 36 month contract.

Re: Unable to get an answer from call centre

ked77 — Fri, 02 Jan 2026 22:36:49 GMT

Texts are all to usual contacts. Thanks for the link

Re: Unable to get an answer from call centre

ked77 — Fri, 02 Jan 2026 22:40:08 GMT

Randomly , the remaining amount on the contract includes a payment for year 24/25!

Re: Unable to get an answer from call centre

Chrisee — Sat, 03 Jan 2026 07:38:55 GMT

@ked77 when phoning Sky stay on the line and do not accept offers of assistance from the bot and your call should be routed to an agent if you are patient. It helps if you call using the number registered to the account. Calls to Sky are free if from a Sky mobile or Sky Talk line either using 150 or any of the 03 numbers.

Re: Unable to get an answer from call centre

ked77 — Sat, 03 Jan 2026 09:33:41 GMT

Thanks I'll try calling again today.

Re: Unable to get an answer from call centre

ked77 — Sun, 04 Jan 2026 12:22:22 GMT

Got through to call centre. Have been charged 2 x 95p for sending 2 photos to my ex we are both on sky mobile. Never been charged before 🤬

Re: Unable to get an answer from call centre

Sharcuk — Sun, 04 Jan 2026 12:42:43 GMT

@ked77 Pictures are sent by MMS, unlike texts which are SMS.

MMS is chargeable as you have found out!

As an alternative, you can swap pictures via messaging apps , for example WhatsApp, Facebook messenger free of charge, provided you stick within your data allowance.