Faulty new iphone 16 plus sent back and received by Sky but still being charged fir two new iphones.

[Beckie5]

I did a swap with my iphone 14 for a new iphone 16 plus, with Sky. Tge new iphone was faulty so returned and received by sky (via an email from sky) . They sent me a new iphone 16 plus but I am now paying fortwo new phones.

[PandJ2020]

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@Beckie5 wrote:

They sent me a new iphone 16 plus but I am now paying fortwo new phones.

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That is correct if you have an outstanding balance on the old phone.

[Beckie5]

No the new iphone was faulty so Ireturned it and they replaced it but are charging me for two new iphone 16

[caesarome]

@Beckie5 

You will need to call Sky about this so 150 is the free number to call them on,

[Beckie5]

• Thanks will try that now.

[PandJ2020]

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@Beckie5 wrote:

No the new iphone was faulty so Ireturned it and they replaced it but are charging me for two new iphone 16

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Ah, sorry, misread that.

It's not unheard of that you actually took out a new contract (2nd) for the 'replacement' phone rather than actually replacing the existing one.

If you've returned the 'faulty' one then once they've processed it then it should drop off your account.  Returns are taking 2-3 weeks - but as noted you'll have to call Sky to pursue this.