Help with ordering a replacement SIM

[SkyMobileCustom]

I feel like I'm going insane. This should be a simple request, no?

My phone has gone missing along with my SIM. I have sourced a replacement phone and I need Sky Mobile to send me a replacement SIM card.

On Saturday 7th February I contacted Sky Mobile Support and explained the situation. They said they would send a replacement SIM card and it will be with me by Wednesday 11th.

It didn't arrive. I contacted them again on Saturday 14th to say "what gives", and I was told there was no record of the replacement SIM request, but that they would put through a priority delivery now, to be with my by Tuesday 17th February.

It didn't arrive. I called them yesterday to be told that there is no record of this second request for a replacement SIM.

I got cross and raised a complaint. I have the complaint number. I've just been told that my complaint has been resolved with no explanation of what the resolution is. And of course, still no SIM card.

Please PLEASE if there is somebody from Sky Mobile here, please help me with this. This is an incredibly simple request. I. Want. A. Replacement. SIM. Card. 

What am I doing wrong?

[63johnw]

Hi @SkyMobileCustom 

To try and get you some help I have escalated your post to the Sky Community Messaging Team.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a coloured speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Jason-]

Thanks for making us aware of this @63johnw. We'll drop @SkyMobileCustom an invite now and we can help further with this 👍🏻

Thanks, Jason-