14 Days With No Sky Mobile Service, No Contact From Sky, and a Suspected Fraud Attempt Ignored – Wha

[RCMOS21]

Hi everyone,

I’m posting here because I’m honestly out of options and Sky have not contacted me once, despite a formal complaint and a serious security issue on my account.

Timeline of the Problem

• 25 November: My Sky Mobile service completely stopped working — no calls, no texts, no data.
• 8 December: Still no service. That’s 14 days with zero functionality.
• Formal complaint raised: I was told I would be updated by 3 December.
• Today: Still no update, no call, no email, nothing.

The Most Concerning Part

During this outage, I received a suspected fraudulent call relating to my Sky account.

I immediately passed the information to Sky — including the number that attempted the fraud — and Sky have:

• Not investigated
• Not escalated
• Not reassured me
• Not even acknowledged the security risk

This is extremely worrying. Sky’s lack of action is a breach of their duty to protect customer accounts.

 Contractually, I’m Stuck

I currently have:

• A SIM plan until May 2026
• A handset credit agreement until April 2028

Yet I have had no service for two weeks, no explanation, no timescale, and no communication whatsoever.

 Sky… this is NOT acceptable

Ofcom rules (General Conditions C1, C5, C7) are clear:

• No service for a prolonged period = right to leave without penalty
• Providers must protect customers from fraud
• Providers must update customers during complaints

Sky has failed on all three.

 Has anyone else experienced this level of silence and lack of support?

This is seriously impacting my business and security. I’m shocked that Sky, of all companies, is allowing a customer to go 14+ days without service or communication.

I’m now escalating to the Ombudsman, but Sky, if you’re reading this:

Please contact me urgently.

This has gone far beyond a normal service issue.

[GD1]

@RCMOS21  If you have raised a complaint laready there is nothing the community can do except advise you that Sky have 8 weeks to resolve the complaint, it has not been 8 weeks

[TimmyBGood]

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@RCMOS21 wrote:

Sky, if you’re reading this:

They aren't.

Please contact me urgently.

They won't.

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Realistically, attempted fraud is now so widespread that it's extremely unlikely the actions you list would be taken by any provider.

I'd suggest it's probably not helpful to combine that with your original issue.

[PandJ2020]

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@RCMOS21 wrote:

... including the number that attempted the fraud

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The number will have been spoofed, most likely originating from abroad.

[Daniel0210]

@RCMOS21 

Sky won't / can't contact you based on your post. Your Community log in name isn't linked to any Sky accounts you may have, so no one knows who you are anyway.

You mention it's affecting your business. Sky Mobile is a domestic service only so there'll be no quicker or additional support.