Can’t activate sim

[AileenSaunders]

New customer. Signed up 12 months contract online at weekend. Received sim today. Can't activate sim. I am in a help cycle which sends me back to start of activate sim. Says I am not account holder when I try to activate sim. I am signed into account when trying to activate. I am in cooling of period and that's just as well. Ai chatbot did not help. Chat box no resolution they said they can't fix it phone in. Ai on phone can't understand me. Help please 

[caesarome]

@AileenSaunders 

Your other post has been escalated so look out for a chat bubble:

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[AileenSaunders]

Update I have left sky. It has taken about eight hours of my day of going in circles. Sim has never been activated 

[Michael362]

Mate, I have the same trouble. I believe that this huge promotion for 1 pound per month is just a stretch for customers to provide their personal data. Help Chata AI is very annoying and strange is the fact that contact with a person through chat is described as unavailable. I submit a complaint to the consumer rights ombudsman because it is a total fraud.

[AileenSaunders]

FYI I called the number listed on website for contacting SKY during the cool off period for new customers regarding cancelling contract. At one point they said on the phone that they can't deal with that and suggested I call back tomorrow. I told person on phone that the number I dailed was listed for this purpose. I made it clear that they should be able to deal with this as this is the number listed for this purpose and I will not call back tomorrow. They said that the contract wouldn't start if SIM is not activated. I have no idea if this is correct or not and so I'm feeling very stressed by the whole situation. I have yet to receive any acknowledgement via email that I have requested to cancel the contract during my cool off period of 30 days and that the contract is cancelled. The amount of personal information I have had to repeatedly give yesterday to 5 different "customer support" is very concerning to me also. I have however received spam email already telling me about their products. 

[caesarome]

@AileenSaunders 

If you do not activate a sim then it is automatically cancelled so you should not be billed for it.

[Michael362]

What a joke! They’ve fallen victim to their own idea. What does it mean that they can't handle it? It simply means they are a poorly organized company. Other mobile networks will certainly be happy about this 😂 and new customers will demand compensation for breaches of the terms of the agreement.