For many many years, Sky have tried to convince me to bring my mobile phone over to them. Each time I've declined that offer as I was happy with my provider at the time (3). However, i was long overdue a new handset, so in looking for my new one - I decided I was finally going to move over to sky, purchased a new iPhone 14 pro from them and took out a plan with them. Since then it's been nothing but trouble and I am 100% regretting ever making the switch.
Phone and sim arrived promptly next day which was great but it's been downhill from there. Activated the sim last Thursday and got the confirmation that my number switch had happened successfully and I was up and running with my old PAC'd number. Immediately there were problems in that the SIM card in the handset wouldn't recognised my old number and the iPhone setting couldn't be updated manually to show that number.
On the Friday I spoke with someone about this and they informed me that I'd need a replacement SIM card and that would he with me next day and would solve all the problems. That SIM card didn't arrive till Tuesday meaning I was unreachable by sms or phone for 5 days.
New sim arrived and I activated it and popped it in to the phone - the SIM card this time set the number setting to be blank, but I was at least able to update it this time. Problem solved, right? Wrong.
Still I was unable to receive sms or voice calls and still I was unable to activate iMessage or FaceTime.
Called sky back and dealt with one of the most unpleasant call operators I've ever dealt with in my life who proceeded to tell me lies and blatant false information. Her suggestion was that all my problems were due to having the mobile data setting on my phone set to 5G Auto whilst I was in a non 5G area, so she asked me to switch that off and she then proceeded, without my authorisation I might add, to completely remove the 5G add on from my account.
I tried to tell her that this was nonsensical and that just because I wasn't currently in a 5G covered area that that was no reason to switch it off, nor was it likely to have anything to do with the issue - if I've got 5G switched on and I'm not in a 5G area, this should revert back to 4G coverage without having to switch it on or off.
She became blatantly rude huffing and puffing down the phone to me so I requested to speak to a manager which she said she would do. Instead she puts me through to a poor young chap in the cancellation department who has no idea what he's just been dropped in to and isn't the right person to fix the problem anyhow.
By this point I've been on the phone for over 50mins trying to resolve this and had run out of time before having to go out. So rather than let him transfer me to the right department - I had to let the call end.
Since that call yesterday - I've had some messages and calls come through which I thought pointed to this having been resolved - but alas, nope. There's still a problem and I've still not been able to activate iMessage or FaceTime.
Tonight I took it up with Apple support and after another 30mins of back and forth and trying various different things - the conclusion was that this is a carrier problem, not a device problem.
The Apple support had me try to text HELP to 48369 which failed immediately and that is essentially the problem I believe.
Whatever it is that's wrong is preventing certain sms traffic back and forth which is what's stopping the iMessage and FaceTime activation from working.
I will have had my new phone a week tomorrow and it's still not working correctly and I have zero faith that I'm actually getting all the texts and calls I should be - and Sky have been totally useless in trying to fix the situation which is THEIR problem.
I will be contacting them AGAIN tomorrow with an ultimatum of sorts - this is either sorted tomorrow or I will be cancelling my contract with them and going elsewhere because this is utterly shambolic - made even worse by how common an issue this seems to be on this forum.
