Hospitalised before sending swapped phone

[Mika+Hakkinen]

Hi all,

I think in late December I went through the Sky Swap. I got a new iPhone 16 Pro Max 1TB  but before I could return the old phone (iPhone 14 Pro Max 1TB).

Unfortunately, I was knocked down by a drink driver & was in hospital for a couple of weeks. I guess I was lucky enough to escape with 'just' a badly broken arm, a laceration on my head & severe concussion.

The problem is that after spending a couple of weeks in hospital, and the morphine I was given, my memory is either really hazy or just non- existent.

Plus, I've still not been back to my house because I'm unable to live on my own because of nerve damage in my dominant hand and I've had some seizures both because of the accident. 3,600mg per day of Gabapentin makes your thought process & memory seem like you're wading through thick treacle.

I don't remember starting the swap (before my accident) or receiving the phone, but I know I must have done it. I only have the emails to help place things.

I have an email saying the swap was cancelled (because I wasn't at home to be able to send the old phone back), and despite trying to ring up to sort it a couple of months ago & 2 or 3 times since, the Indian call centre don't understand what I'm trying to say. I can't seem to ever get the Scottish call centre.

I want to send back my (old) phone, but I don't need a new phone as I already have it..

I have the original email that says that they will pay £600, but I think they said they won't honour that.

My position is that I tried in good faith to go through the swap process, but due to a car crash, severe concussion, and other medication that I still have to take, my memory is awful & it's hard to remain clear/lucid for long.

I'm a Sky Diamond VIP customer, have had every service through Sky for many years. Does anyone know how I can communicate to someone who can take all the information into account?

Thank you for reading this & offering any suggestions 👍

[caesarome]

@Mika+Hakkinen 

Sorry to read about what has happened to you.

If the swap has been cancelled then are you trying to restart it or do you want confirmation that this is what happened ?

[Mika+Hakkinen]

Hi,

I want to restart it (but only the part where they take my old phone & credit my account with it/put it towards my new phone).

I don't know if I'm making sense, sorry if I'm not.

Thanks for the reply, I really appreciate it.

[caesarome]

@Mika+Hakkinen 

Give Sky a call on 150 as it is a free number and explain this to them. When you do call stay silent when asked any questions by the bot.