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

[Mac_U]

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.

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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.

[peter-marlow+1966]

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 

[MarkGoldsmith]

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 

[caesarome · Accepted solution]

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/

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@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.

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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.

[twilight+princess]

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?

[Nick789uk]

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.

[caesarome]

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.

[dbossom]

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.

[Nick789uk]

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.

[dbossom]

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. 

[Nick789uk]

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.

[PandJ2020]

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@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.

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Every call is a sales opportunity... 😎

[dbossom]

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

[Nick789uk]

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.

[Mark39]

@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.