I signed up for an additional SIM card which arrived by post on Friday 14th August. I tried setting it up but for some reason it wouldn't let me activate it . I therefore called up sky customer services. They proceeded to activate it with a number of lets call it 'Number A' but still couldn't link it to my account/skyID. They then said that the new SIM card was created as a separate account rather than on my existing account and skyID. I am not sure how this could have happened as when I ordered it, I was signed in.
The solution they suggested was that I cancel this sim and order another one on my actual account. As I also wanted an esim, I could get it immediately. I proceeded with this.
They firstly added the new sim to my account and activated it. It had a number of lets say Number B. This worked ok. Now all that was needed was to cancel my other SIM card with Number A which I no longer required.
This was far from easy hence me writing this. I spent several hours on the phone trying to resolve this and was passed around multiple times. It appears the cancellation team couldn't cancel without a 2 factor authentication method setup. They passed me to several other teams who couldn't set it up either nor could anyone get past this 2 factor authentication setup requirement. No one seemed to have a clue how to cancel this.
I logged a complaint which i can share here if required. However that didnt help as the people that called up were extremely incompetent. The first person called me and didnt bother even reading the complaint. I told them to read it as all the information is on there. They then said that they need to pass me to the cancellation team for this. I said to them that cancellation team cannot help as this has already been tried and they would know that if they bothered to read my complaint. They still insisted on passing me through. I told them to explain to the cancellation team what is needed but do you think they did? Ofcourse not! That would make too much sense wouldnt it.
As it stands, nothing further has progressed and I am at a deadlock due to the incompetancy of the agents that Sky employ.
All I want is to cancel the SIM card with Number A. Can anyone get this issue highlighted to someone capable of thinking slightly outside of the box???
