I have been trying to resolve an issue with Sky Mobile for almost a year, and I have reached the point where I am extremely frustrated and need someone to actually take responsibility for resolving this. In November last year, I ordered an iPhone 17 256GB, paid the upfront cost and signed the credit agreement, but cancelled it the same day because I decided I wanted an iPhone 16 Plus instead. I contacted Sky and was told the iPhone 17 would be cancelled and that I could proceed with the iPhone 16 Plus. I paid for the 16 Plus and was told to call back the following day so the remaining issue with the 17 could be dealt with. However, without my knowledge, Sky also cancelled the 16 Plus. I specifically told Sky that I did not want this cancelled, and I was told that when the phones arrived, I should accept the delivery, keep the 16 Plus and decline/return the 17.
Both phones were then delivered to my house. I was actually on the phone with Sky when the delivery arrived and was told to accept it, so I did. I opened and used the iPhone 16 Plus, but kept the iPhone 17 in its packaging. In December, I contacted Sky again because I was only being charged for the SIM and was not being billed for the 16 Plus. I explained that I still had the iPhone 17 and asked Sky to resolve the situation. I was told the issue would be escalated. In January, I called again for an update and was told the issue had supposedly been resolved and that both phones had been returned to Sky. I explained that I was literally calling from the iPhone 16 Plus and that I still had the iPhone 17. I also explained that I did not have the money to suddenly pay months of missed charges upfront. Again, I was told the issue would be investigated and escalated.
Then, in March, I contacted Sky again and gave them the entire history. I explained that I had written confirmation that the credit agreement had been cancelled and that I did not have an active agreement for the phone. I asked Sky to send me a new agreement so that I could correctly pay for the iPhone 16 Plus that I actually wanted. At this point, Sky still had not arranged collection of the iPhone 17. I was then actually told by Sky to remove the iPhone 17 from the outer packaging it had been delivered in, while leaving the actual phone box sealed and not removing the tabs. I also provided the IMEI number to Sky. I genuinely believed that after months of contacting Sky, the situation was finally being dealt with.
Fast-forward to July. Sky contacted me and told me that they would backdate the payments for my iPhone 16 Plus so that I could effectively start paying the rest of the bill and continue with the correct contract. I was also told that I could send the iPhone 17 back and would not be charged for it. I agreed. I was told Sky would send me the return details. They never did.
Now we are in August, and I have discovered that my upcoming phone bill is going to be around £110 instead of the expected £45, with future bills apparently around £70 per month. Why? Because Sky has failed to provide me with the information required to return a phone that I have repeatedly told Sky I do not want and have repeatedly asked Sky to collect or provide return instructions for. I contacted Sky via WhatsApp again and was told that I would have to pay the £110 bill and that I could send the iPhone 17 back. At this point, I agreed because I just want this situation resolved.
Then I received the return label, and this is where it gets even more ridiculous. The email says the return is being processed as a faulty-device return. I have repeatedly explained that this phone is not being returned because it is faulty. It is being returned because it was ordered, cancelled, incorrectly delivered alongside the phone I actually wanted, and Sky has spent almost a year failing to resolve the situation. I was also told that if the device is sent back to me and I refuse delivery, I could still be charged for it.
I have now contacted Sky repeatedly, spoken to different members of staff, used WhatsApp, called customer service and asked for the issue to be escalated. Every single time, I have been told some version of “we'll sort it out.” Yet here I am almost a year later, still with a phone I have repeatedly asked Sky to take back, being told I am responsible for charges that have arisen because Sky failed to resolve its own administrative mistakes.
I want to make something very clear: I have not refused to return the iPhone 17. I have repeatedly tried to return it. I have actively contacted Sky over and over again to resolve this. I have followed the instructions I was given. I have kept the phone in its packaging. I have provided the IMEI. I have waited for return instructions that never arrived. I should not be financially penalised because Sky repeatedly failed to deal with this issue.
And while I am making this complaint, there are other issues I have experienced with Sky, including paying for an unlimited-data SIM that does not reliably work and being unable to hotspot from it, as well as broadband that does not reliably work in parts of my home. I am not going to go into every separate issue here because the phone situation alone has already gone on for far too long.
This situation has caused me an enormous amount of stress and anxiety. I have spent months chasing Sky for something that should have been resolved in November. I am now asking for this to be formally escalated to someone with the authority to actually resolve it. I want a manager or senior complaints representative to review the entire history of this case, including the previous calls, messages and instructions I have been given.
I want the iPhone 17 returned to Sky without me being charged for it; the incorrect/faulty-device return process corrected, as the phone is not being returned because it is faulty; the iPhone 16 Plus contract and billing corrected so that I am paying for the phone I actually kept and agreed to pay for; any charges caused by Sky's failure to provide return instructions removed; confirmation in writing of exactly what I owe and why; a proper explanation of why I have been given conflicting information by Sky staff for almost a year; and a manager/senior complaints representative to take ownership of this case rather than me having to start from the beginning every time I contact Sky.
I am not asking for anything unreasonable. I want to return a phone I have repeatedly told Sky I do not want, pay for the phone I actually have, and finally have this case closed. I have been patient for almost a year. I have followed instructions, contacted Sky repeatedly and given Sky countless opportunities to resolve this. That patience has now run out.
Please stop passing me between departments and give this case to someone who has the authority to resolve it properly. I would also appreciate a written apology for the way this matter has been handled and the unnecessary stress it has caused.
Sky, please take ownership of this. I genuinely just want this resolved once and for all.
