I can’t order a new phone

[BayBeard]

I want to order a new 16e but can't as my account is saying I still have a 11 that finished ages ago

[caesarome]

@BayBeard 

Having a phone that you have finished paying for shouldn't prevent you from ordering another one so what is actually happening when you try to place the order ?

[BayBeard]

I am being told that you haven't received a swap phone posted by Royal Mail from Royal Woottton Basseett Post Office on 30th January. This is reason I can't order a new phone. I spoke to the Sky Monile team. Please sort this as I am loyal SKY VIP customer as you can see from my account. 

[Daniel0210]

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@BayBeard wrote:

I am being told that you haven't received a swap phone posted by Royal Mail from Royal Woottton Basseett Post Office on 30th January. This is reason I can't order a new phone. I spoke to the Sky Monile team. Please sort this as I am loyal SKY VIP customer as you can see from my account. 

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@BayBeard 

We can't sort it. If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services. Give Sky a call and explain that you've returned it. Hopefully you have proof of posting it back from the Post Office. 

[BayBeard]

Ah-ok.

thank you!