topic Re: URGENT in Account & Billing

URGENT

SamT02 — Mon, 11 May 2026 21:34:38 GMT

Dear Sky Mobile Customer Services,

I am writing to formally express my dissatisfaction regarding the ongoing issue with the faulty phone supplied under my Sky Mobile agreement.

This matter has been ongoing for a considerable amount of time and, despite previous contact and attempts to resolve the issue, I do not feel that an acceptable resolution has been reached. The prolonged delays and lack of progress have caused significant inconvenience and frustration.

Under the Consumer Rights Act 2015, products supplied must be of satisfactory quality, fit for purpose, and durable. I believe the phone supplied to me has failed to meet these standards.

I would like this matter resolved promptly and fairly. If we are unable to reach an agreement within the next 14 days, I will have no option but to escalate the matter further, including reporting the issue to Trading Standards and seeking additional advice regarding my consumer rights.

I hope this can be resolved without the need for further escalation and look forward to your response.

Yours faithfully,

Re: URGENT

PandJ2020 — Wed, 13 May 2026 08:32:30 GMT

@SamT02 wrote:
Dear Sky Mobile Customer Services,

You are not contacting Sky directly here... this is a customer helps customer forum.

I presume the phone is out of warranty? If so the CRA2015 isn't necessarily a catch-all for issues.

Re: URGENT

Doc5907 — Wed, 13 May 2026 09:04:23 GMT

@SamT02

Have you made an official complaint?

If not see attached How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

Re: URGENT

MightyQuinn — Wed, 13 May 2026 09:33:30 GMT

Hi @SamT02 Please see Welcome below for information about this community. Note that Sky have 6 weeks to respond, starting after you have recorded an official complaint before you can escalate it.

Re: URGENT

TimmyBGood — Wed, 13 May 2026 12:13:33 GMT

@SamT02 wrote:

Under the Consumer Rights Act 2015, products supplied must be of satisfactory quality, fit for purpose, and durable.

I'd note that in the legislation, 'durability' is a separate concept to the big three*, and perhaps the most slippery to define.

*as described, of adequate quality, fit for purpose