Can’t do swap because wrong iPhone showing on sky account

[HollyAprilx]

Hello, 

I have been getting marketing for doing my 48 month swap, I've had letters, emails, texts. However, when I go onto my account it says I'm not eligible to swap. 

I then called Sky to talk about this and spoke to a lady who was lovely. Essentially my phone was stolen a year ago and replaced, but the issue is my old phone (which is blocked) is on my sky account still and the new one is not showing so it's not letting the swap options appear when it should. 

she pointed me towards a partner company Ingram Micro to explain the situation. I've been talking to them and they now say after a few emails that they can't make any changes. 

im feeling super frustrated and just want Sky to sort it. surely changing the phone showing on my account isn't that hard?!

What do I do? 

[PandJ2020]

AIUI Phones on your account are only removed when returned to Sky.  (If it's been stolen/lost then it won't be removed).

I don't believe you can swap a replacement phone.  (You can of course sell it privately or via a 3rd party trade in service)

[HollyAprilx]

Thank you! The sky lady I initially spoke to said I was still able to do a swap I just needed to get them to fix this apparent system issue. Maybe she was wrong?!