Cancelling Sky Mobile during cooling-off period and keeping phone number

[suburbia99]

I ordered a new SIM from Sky Mobile 6 days ago. I had no activation problems and my old number came from my old provider with no problems.

For a number of reasons, I have changed my my mind and want to cancel within the 14 day cooling off period.

I requested a PAC code but when it came, it said I would owe about £120 in early termination charges.

I have phoned Sky Mobile customer service and spoke to someone, as I was not expcting to have to pay anything (or very little for usage during the last few days).

I was told that I could cancel straight away and lose my phone number, or I could wait until after the cooling off period, then use my PAC code and I would not be charged. I would only be charged  the £120 if I used the PAC code in the cooling off period.

I'm confused about this and asked for that information to be sent to me in an email or text message, with step by step instructions on how I could leave within the cooling off period and keep my phone number, without charges. I was told this would happen after my call had ended. No email or text message has been received yet.

I don't want the cooling off period to expire before this is sorted out.

Can anyone help please?

Thank you.

[caesarome]

@suburbia99 

This is a customer helps customer forum so you are not talking to Sky.

The iy thing it might be is for the sim as while there is a cooling off period for the phone I'm not sure there is one for the sim unless anyone else knows any different because if there isn't that might explain that charge a sim comes with a 12 month contract,

[63johnw]

Hi @suburbia99  from the terms and conditions I have read you should be able to cancel without any penalty within the cooling off period. I would try an official complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[suburbia99]

Yes, I realise I'm not talking to Sky. Their help pages suggest asking here and I was interested if anyone else has had a similar experience. The contract I have had sent to me says there is a 14 day cooling off period, so I just thought there wouldn't be a problem.

Thanks again.

[suburbia99]

Thank you. I'll try that too. I hope they're not too slow at answering......

[suburbia99 · Accepted solution]

I just thought I would let everyone know the outcome of this.

As @63johnw suggested, I did fill in an email complaint via the web form.

This evening I received a reply from Sky asking me to contact them either by phone or live chat. I tried live chat first, but it said the waiting time was one hour plus.

I got through on the phone number they gave me immediately. The agent was extremely helpful. He took a look at my account and immediately said that since my sim was only ordered 6 days ago, no early termination charges would be due. He sent me a new PAC code there and then, which contained a message that no charges would be due. He checked with me that I had received it while he was still on the phone. Fantastic service!

I was so pleased to get this sorted out so quickly by such a helpful agent.

I couldn't understand why someone had told me this morning that I must wait until the cooling off period had expired before using my PAC code. I'm almost certain this would have resulted in early termination charges being made. It didn't make sense.

Never mind. It's nice to be able to report back with a satisfactory outcome, and I hope this helps people who may find themselves in a similar situation in the future.