Contact email for Sky Technical re mobile?

[LindseyB1]

I seem to have found myself in a complete loop with Sky.  I recently bought a mobile and SIM which was activated around 10 days ago - all Sky including my home broadband.  Since activating, I have had no mobile data so cannot make or receive calls or text - there is no signal and only the satellite icon searching.

My challenge is trying to get this resolved.  I have gone through Sky Chat Assist (no help), the online guides and also asked this forum.  I have had 3 live chat discussions with customer service agents (as I can't call it has to be chats) and have been told that Sky Technical Support will email me.  The agents have said the SIM is fine and it seems to be an issue with broadband or wifi - I told them that I had checked my services (all through Sky) and they are fine and I have no issue with TV streaming or Whatsapp for example.  So I'm not even confident that their diagnostic at this stage is correct.  I have heard nothing and I'm again back in the loop of being unable to contact the Technical team.  

I told the live chat agents that this is my only phone and I live on my own so I do not have access to any other phone.   Honestly, I am so frustrated.   I just do not know how to access - the contact options all ask for confirmation that you have another phone.   Can anyone advise on how I can resolve as I literally have spent hours going around in circles on the Sky site and I'm getting absolutely nowhere.  Thanks!

[63johnw]

Hi @LindseyB1  there is no email link for Sky departments. 

What phone do you have ? Have you checked you have the correct APN settings stored in your phone ? Are you in the UK ?

[LindseyB1]

Hi John,  yes I'm in the UK.  I have an Apple 16e.   How do I check the APN settings?  Not the most technical!   Thanks for your speedy response 🙂

[Daniel0210]

@LindseyB1 

As you have Sky broadband you actually have a Sky Talk landline but choose not to have a handset connected to it.

Even if it's just for instances like this buying a cheap landline handset and plugging it in will mean free calls to Sky from it by dialling 150.

[LindseyB1]

Thanks Daniel - I did get one but returned it as didn't think I would have any need for a landline.  May need to revisit that once/if I can get this resolved 🙂

[63johnw]

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@LindseyB1 wrote:

Hi John,  yes I'm in the UK.  I have an Apple 16e.   How do I check the APN settings?  Not the most technical!   Thanks for your speedy response 🙂

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@LindseyB1 Go to settings, mobile service, mobile data network and the top APN should be mobile.sky

[LindseyB1]

John, when I go into Settings/Mobile Service it just comes up with Mobile Data (primary) which is then my SIM.  There is nothing that shows network or APN information.

[63johnw]

Are looking in mobile data network @LindseyB1  ?

[63johnw]

This should show after moderation @LindseyB1 

 

[LindseyB1]

John, when I go into Mobile Data the only things on my screen are:

Off

Primary (my mobile number)  - ticked

Travel (the original SIM number before I ported my existing  mobile) - turned off

Allow Mobile data switching - turned off

Thanks for trying to help me  - much appreciated!

[LindseyB1]

sorry, John I don't even know what your message means 🙂

I still have no way of connecting with Sky - the Assist bot won't even give me access today despite multiple attempts - just keeps routing me to option which requires me to have another phone

[63johnw]

Not mobile data @LindseyB1  mobile data network 

[LindseyB1]

Your screen shot just came through - that's not what I have on mine - just limited to the 4 I mentioned.  

[LindseyB1]

hi I found it - wrong search!  It says my APN is mobile.sky

[LindseyB1]

but the user name and password fields are blank underneath