Cancelling Sky Mobile

[Hrvy]

Hi, 

I have been trying to cancel Sky Mobile for the past 2 weeks to move it to my own account. I pay for Sky Mobile for me and the account holder but the account holder has moved to another company for her sim so I am essentially paying for 2 sims when I only use 1. I am trying to cancel them both and create my own Sky Mobile account. Now the issue we run into is actually cancelling it. We pass all the security but the 2 factor authentication is linked to the old sim that we no longer have access to and the recovery code was created by somebody who is no longer alive. I have been back and forth between every department sky has to offer for the past 2 weeks and it is like they're refusing to do it. They had us on hold for 45 minutes then hung up. I feel my next step is ringing the bank and asking them to refuse the payments. 

What should I do?

[daveNOS]

@Hrvy Only the account holder can cancel, so even if you could get passd the 2 factor authentication you still wouldn't be able to cancel.

The account holder needs to contact Sky and ask them to remove the 2 factor authentication and then cancel the contract, be aware though cancelling will cause the loss of any numbers associated with the sims on the account(you would have to get the account holder to request PAC codes for any you wish to keep/move).

[Hrvy]

Thank you for your help, myself and the account holder have rang together. We get through security just fine. With the 2FA th number on the 2FA is an old sim card that we don't have access to anymore and because we also don't have the recovery code it seem to stump the workers. Whenever i ring to explain we dont have access to it they say can you tell us the code we've just sent, but they send it to the number we don't have access to. 

[twilight+princess]

Did they use a pac code to transfer the number or the stac code to not do that or just open an account with another provider?
You could request a replacement sim & place it in your or their phone to receive the code if sky still have the original number/pac or stac was not used.

[Hrvy]

Since there's 2 sims on the account whenever I request a PAC or STAC they just tell me to ring, but ringing doesn't get anywhere, I've spoken to every department sky has to offer and they don't help

[twilight+princess]

Once you receive the sim you can then text for a pac or stac code. Or do Sky need you to call to order a SIM card?