Cloned sim

[Robbo413]

Got given a new sim. Turns out some other child has got the same number as me. Her mother first started crying on the phone saying why have I stolen her daughters phone. Her text messages were going to her daughter all day but when she would call ot would connect to me. In the end she'd send me screen shots of the conversation she was having with her daughter and the telephone number on her screen was my new number. I get calls off random strangers, picture messages sent to me. Some sky members said I will get compensation others then said I wont. Sky say they will try and ring me and phone ends up getting cut off and they dont ring back. When I try ringing back I get passed around for an hour and half having to repeat myself everytime. Its been a month and still not resolved. Anyone else been mistreated

[caesarome]

@Robbo413 

As all mobile numbers across all mobile networks are recycled the number you have been given appears to have been used by someone else previously so you will need call to cancel it to order another one which will come with a different number and while there is a chance this could happen again you would have to pretty unlucky to see this happen for a second time.

[Robbo413]

But the inconvenience caused. I now have to change my number on all my accounts.  Sky said they would compensate me. A lady on the phone who never even looked at my complaint offered a £10 good gesture which I thought was an insult as its taken sky 4 weeks and still haven't acknowledged my complaint 

[Robbo413]

Also it wasn't a previous user they are still using the number so I'm still getting calls from them and the people they know

[Robbo413]

5 weeks since I made the first complaint and hours and hours been passed around.  I've be lied to by sky, promised compensation by sky. Continued to add to my complaint.  Complained twice about being ignored and was again, ignored.  Can I cancel all my sky contracts with immediate affect halfway through my contract because sky have failed to act?

Worse customer service ove ever known. When can I take it to the ombudsman?

[caesarome]

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@Robbo413 wrote:

When can I take it to the ombudsman?

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Sky have 8 weeks to either resolve this or issue you with a dead lock letter that will allow you to take it further as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Robbo413]

Sky kept saying they were sending me a returns package for a phone repair when I first asked on the 08/12/25 but never did so when I rang to find out no one knew anything and promised to send another one out, they never did 5 times i asked for a repair. So I complained and didn't hear anything back from that either, so I rang up and said I want to send the flip 7 back I don't want a phone that does not work and sky refused to repair. I got the phone in August so it outside the cooling off period but I got sky to agree that if I send it back they will cancel the contract on the basis I rake out a contract with a new different phone. I agreed and they were sending a returns package along with my new phone deal. New phone came but no returns packaging for my flip 7. I rang to see why and they knew nothing of the return and said it wouldn't be possible as after cooling off period . Even though I tried explaining it was already agreed they did not believe me. 2 hours I was passed around on the phone. Turns out the sky person who agreed all this didn't set up the return for the flip 7 but did a swap on an old contract thatcwas about to end and did thus without my permission. Now I've been told I have to wait 5 days for an investigation. I've been messed around, tricked and lied to. Has anyone had this treatment from sky. I'm still waiting to hear back, and now I gave 2 new contract phones. Why would I want to pay for 2 contracts and why would I want to pay for one that does not work and another that I was trucjed into getting. I don't trust sky anymore

[Daniel0210]

@Robbo413 

You mention Sky carrying out an investigation. Did you make an actual complaint?

This link explains the methods of making a complaint.

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

Sky will then have up to 8 weeks to resolve it or issue a deadlock letter.

[Daniel0210]

@Robbo413 

Now that your post has been merged into your original thread I can see you've already made a complaint. 

[Robbo413]

• Yes I've made multiple complaints via email and telephone and no one seems to know anything. I'm on the phone to them now and they still know nothing. I will just post the phone back myself and have already cancelled the direct debit.