Delivery issues for Sky Mobile

[SLC]

Having ordered to upgraded mobile phones from Sky, one came and the box was empty. somewhere between Sky and DPD it has been stolen. we reported the issue immediately and was assured that this would not count against us and a replacement phone would come out straight away. since then we have received the second mobile phone but the replacement for the one stolen has never been sent out. despite a dozen or more phone calls to Sky and And over six hours on the phone, during which time we have been misled and lied to by different people, we are now being charged for four mobile phones and no one will speak to us. we have repeatedly emailed the MySky address and provide provided full detail details. we were assured of a 24 hour response but have received nothing in over six weeks. 

Moderator Actions: Changed title to better reflect issue and removed unfounded allegations

[Daniel0210]

@SLC 

Sky would need to launch an investigation in conjunction with DPD so I think Sky sending out another device straiaway was always going to be unrealistic. 

Sky don't use email for general communication but if you've already made a complaint Sky have up to 8 weeks to resolve it or issue a deadlock letter meaning it can be taken further. 

[SLC]

we were told on the 13th of November when we reported it that they had launched an investigation. We were told this would take 14 days. After 14 days we had heard nothing so we re-contacted them to be told by another advisor that it had not in fact been reported but that he would do it. the same happened again another 14 days past and nothing happened so we re-contacted them and again were told that the advisor although he said he had escalated it to a resolution team had in fact lied and not done this and that no one had reported it. this has now happened three separate times hence the fact we have lost all faith in their call Centre who seemed to repeatedly lie to get you off the telephone. the email service we were told to use response saying you will get a reply within 24 hours. this is laughable. we are still being charged for four phones even though mine has been returned and tracked as received and my husband's were stolen en route to us so we only have two phones 

[Daniel0210]

@SLC 

So have you made a complaint?
https://www.sky.com/help/articles/how-to-make-a-complaint 

[SLC]

Yes repeatedly and acknowledgement says will

come back to us within 24hrs and nothing 

[Daniel0210]

@SLC 

That would just be an acknowledgment of the complaint being received. As I said in post 2…

"if you've already made a complaint Sky have up to 8 weeks to resolve it or issue a deadlock letter meaning it can be taken further". 

[SLC]

Ok but as I said was originally reported as an issue 10 minutes after we received an empty box on the 13th of November. the advisor at the Cole Centre promised me that it had been referred to their resolutions team to handle with DPD. subsequently we found out that the advisor had not done this. we were been told by somebody else that they had handled the matter to the resolution team and again found out that they had not in fact done this this time the advisor actually confirmed that the previous people had lied to us just to get us off the phone. these phone calls are all recorded and I have asked for transcripts which will clearly evidence that we were repeatedly lied to a mislead just to get us off the phone. if the matter has been handled correctly on the 13th of November we would now be nearly at a point of resolution. however this makes no allowance for why my phone which was returned to them when my new one was received and tracked confirming receipt is still being charged to me 

[Daniel0210]

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@SLC wrote:

Ok but as I said was originally reported as an issue 10 minutes after we received an empty box on the 13th of November. the advisor at the Cole Centre promised me that it had been referred to their resolutions team to handle with DPD. subsequently we found out that the advisor had not done this. we were been told by somebody else that they had handled the matter to the resolution team and again found out that they had not in fact done this this time the advisor actually confirmed that the previous people had lied to us just to get us off the phone. these phone calls are all recorded and I have asked for transcripts which will clearly evidence that we were repeatedly lied to a mislead just to get us off the phone. if the matter has been handled correctly on the 13th of November we would now be nearly at a point of resolution. however this makes no allowance for why my phone which was returned to them when my new one was received and tracked confirming receipt is still being charged to me 

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@SLC 

I think you are believing you're talking to Sky. You aren’t. This is a customer ▶️ customer discussion forum where we try to help other customers.

Your latest post states you reported the missing phone, NOT that you'd made a complaint through the available methods. 

[SLC]

I did both. I was hoping that somebody on this forum had similar experiences and hopefully an email address to an actual person who is likely to respond rather than a generic email address where you get no feedback Oracle Centre where people tell you they've done something and have not

[Nic+Knox]

This also happened to me... Dpd replaced the new iPhone with a packet of marks and Spencer's short bread. I'm now on week 4 and numerous phone calls and 2 payments made. I told them I was going to

cancel the direct debit - but have been advised not to as it will impact my credit rating. I'm a 5 mile radius of my house this has happened 3 times... looks like someone from dpd will have a lovely Christmas until the phone they have or have sold on has infact been blocked! 

[SLC]

Wow thank you for this. Have you managed to get anywhere with Sky about stopping being charged for a phone you never received? We have had nothing and this has been going on since 13 November. 

[AnthonyCosta]

Same thing happened to me on 20th December 2025 in Sheffield, bought Iphone 17 Pro for wife as Christmas present and found there's no phone inside. Really shocking and heartbreaking experience. Called Sky Customer care and they provided a case number, said it may take 1 week to investigate and find a resolution.

Called the police station and reported it as an incident. They said we can't do anything until Sky completes the investigation.

Hope Sky will respond soon.

[SLC]

I'm sorry to hear this but from my experience you won't get help from Sky. They seem genuinely helpful on the phone when we reported it on the 13th of November but there has been nothing since and we are now being charged for our existing old phone and a new phone we never received. every time we call we spend nearly an hour on the phone trying to get through to somebody who can help who tells us there seems to be notes on the system but no resolution yet. DPD are clearly denying their involvement. we gave photographs of the damaged box to Sky, but they won't stop charging us for the new phone or provide a replacement. 
We have repeatedly complained and still heard nothing. We have not had any progress updates from Sky I can't seem to find anyone to talk to in a senior enough position to do something about this for us.