topic Re: trying to leave Sky Mobile in Account & Billing

trying to leave Sky Mobile

Bawjaws12 — Fri, 07 Aug 2026 18:01:08 GMT

A longstanding Sky Mobile customer, I ordered a new iPhone 17 Pro in silver at the start of July. It arrived and within a week of use it was evident it wasn't working correctly - incoming calls weren't working, 5G not kicking in after leaving wifi, media playing quickly, bluetooth dropping out, nothing working when roaming overseas.

I called on the last day of my cooling off period to say I wanted a replacement phone, and was offered one no questions asked but couldn't punch in my card details. The person I spoke to the following day finished processing the order, but by this time they had sold out of silver so I took blue.

Turns out this person had actually sold me a second phone rather than a replacement. And its been a nightmare to resolve - while I continue to pay for two phones. And shocker - this second phone has the same issues, undoubtedly due to no-sim complications.

A good 10-15 calls later it was clear to me I needed to leave Sky - the biggest issue is the frustrating communication process which revolves around patient call handlers dealing with increasingly complicated issues while their cowardly managers hide in the background.

So I've been trying to leave - obviously without paying any contract fees because this whole issue began when I was in my cooling off period. But they are straight up refusing to allow me to leave to join a bricks and mortar competitor without paying my contract in full.

So my plan is to wipe the phone, cancel my direct debit and drop it off at a Sky seller in the local mall. Unbelievably poor

Re: trying to leave Sky Mobile

Daniel0210 — Fri, 07 Aug 2026 18:10:16 GMT

@Bawjaws12 wrote:

So my plan is to wipe the phone, cancel my direct debit

Frustrating as it sound cancelling the payment method is definitely not a good idea and will cause you lots of additional problems,

The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added each month and then Sky will involve a debt recovery company which will affect your credit rating .

and drop it off at a Sky seller in the local mall.

The counter staff in a shopping centre cannot accept the return of devices so will refuse it back.

Re: trying to leave Sky Mobile

PandJ2020 — Fri, 07 Aug 2026 18:35:34 GMT

The cooling off period is in regards to cancellation and not for replacements. A replacement (or repair) would require you to return the phone for inspection - Sky do not send replacements in advance.

Your correct action is to follow the complaint process and then take the matter to the Ombudsman (ADR) if you cannot reach settlement. (However this is not a quick process)

As already noted, your plan is flawed and not recommended but you can ignore any advice.

Re: trying to leave Sky Mobile

MightyQuinn — Fri, 07 Aug 2026 19:24:19 GMT

Hi @Bawjaws12 The correct approach https://www.sky.com/help/articles/how-to-make-a-complaint. Just make sure that is in writing to leave an audit trail.

Re: trying to leave Sky Mobile

DaveDrizen — Fri, 07 Aug 2026 20:16:11 GMT

@Bawjaws12 wrote:
A longstanding Sky Mobile customer, I ordered a new iPhone 17 Pro in silver at the start of July. It arrived and within a week of use it was evident it wasn't working correctly - incoming calls weren't working, 5G not kicking in after leaving wifi, media playing quickly, bluetooth dropping out, nothing working when roaming overseas.

I called on the last day of my cooling off period to say I wanted a replacement phone, and was offered one no questions asked but couldn't punch in my card details. The person I spoke to the following day finished processing the order, but by this time they had sold out of silver so I took blue.

Turns out this person had actually sold me a second phone rather than a replacement. And its been a nightmare to resolve - while I continue to pay for two phones. And shocker - this second phone has the same issues, undoubtedly due to no-sim complications.

A good 10-15 calls later it was clear to me I needed to leave Sky - the biggest issue is the frustrating communication process which revolves around patient call handlers dealing with increasingly complicated issues while their cowardly managers hide in the background.

So I've been trying to leave - obviously without paying any contract fees because this whole issue began when I was in my cooling off period. But they are straight up refusing to allow me to leave to join a bricks and mortar competitor without paying my contract in full.

So my plan is to wipe the phone, cancel my direct debit and drop it off at a Sky seller in the local mall. Unbelievably poor

You say both phones seem to behave with the same problem however brand new iPhones are usualy very good reliable devices may be you could be unlucky to get one that may be faulty it happens but for two phone of slightly different types to exsibit the same fault is very strange. Though you have mobile contract with Sky, however because the are iPhones you also have access to Apple care as even though you have got it from Sky new iPhone have a standard 1 year Apple manufacturer warranty. Giving you access to Apple support.

First of all have you done a complete factory reset and insured that you have down loaded the latest software up date. If that still dose not cure your problems rather than just dumping them on local Sky dealer which will do you no good at all as you are still unfortunately liable for payment to Sky as you under contract, but you will longer have goods you are paying for

. So better a plan speak to phone experts at apple care . As explained as are new phones even your mobile contact is with Sky you. you still have a Apple manufactures warranty entitling you contact to Apple care sport either on the phone or better still by taking it to your local Apple as even talking to Apple support on the phone if they can not work out a fix they will probably suggest taking them to your local store. who have experts there that sort out these problems every day and let them look at them , you may find they can quickly sort out the problem or other wise replace them with good working ones at no charge to you so within an hour or so you should be walking out with two working phones.

To visit your local Apple store to see a expert you can go on line to Apple support and go though on line answer a few questions that may diagnose the problem and then if not fixed you be able to make your appointment to see see a specialist at you local Apple Store. As you don't want two phones then make arrangements to return one to Sky as though you are being charged for two that is. probably because you have not returned one. From what you say you contract with Sky is probably only for one as you say the other has not got a SIM card.