I have had no service for over a month now . I can’t make or recive calls or texts

[MPW2]

I have had no service on my mobile for over a month. I have been unable to to make or receive calls or texts. I telephoned Sky several times and spent 3 hours online chat with no satisfactory response from Sky. They transferee me to six different agents all they kept saying was we understand your frustration but did nothing to help. I asked them for the PAC code so I could keep my existing phone number but they told me I could only get it by text message, even though I couldn't receive text messages. They emailed me a 6 digit verification code to prove who I was , I went through all security checks but they still wouldn't email me the PAC code. They kept telling me I was a VIP customer as I had been with Sky for 25 years well I didn't feel like a VIP the way they treated me.

[63johnw]

Hi @MPW2  is this happening everywhere or just in one location ? Any issues showing ?

https://www.sky.com/help/articles/service-status-sky-mobile

have you tried your sim in a different phone ? Have you asked for a replacement sim ? Have you been abroad lately ?

[MPW2]

Hi 63johnw yes to all your qustions. 

[PandJ2020]

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@MPW2 wrote:

Hi 63johnw yes to all your qustions. 

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I presume that includes being abroad?  If so, check your phone setting is set to 'Home'.  (Found in SIM application - we can be more specific if we know what phone you had)

[MPW2]

Hi pandj2020 my phone was working for 11 months while I was in thailand on my Nokia G42. I returnd to the UK brought a Galaxy A56 just before returning to Thailand the sim stopped working I put it bak into the nokia still did not work . the sky technical team have not helped me at all.

[PandJ2020]

I'm confused - it's not working in Thailand?

[MPW2]

Yes thats correct its not working in Thailand 

[63johnw]

Hi @MPW2 try this 

Android:

Sky Menu App or SIM toolkit > Roaming > Change the setting there. 

if this doesn't work then it's either your sim that's faulty or possibly you may have breached some sort of roaming protocol where you can't roam for more than a certain length of time ? 

[PandJ2020]

I'm wondering if the 'periodic' roaming clause is now preventing it working.  Only Sky can confirm if this is so.

[Daniel0210]

@MPW2 

I'm not sure whether this still applies but it used to be that a Sky sim must have a periodic connection to a UK or ROI network and would not work overseas indefinitely. 

[MPW2]

Then why have Sky not told me when I contacted them . They dont have a clue 

[Daniel0210]

@MPW2 

Another possibility (depending on your useage) is you may have exceeded the new fair usage policy?

Roaming using Roaming Passport Plus is now limited to 25GB per billing period.

From Skys own website...

When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel.

We may suspend your service, restrict your usage, or charge you for the data that you use in excess of these amounts (currently £2.50 per GB), and we'll let you know by SMS or email before we do so.

https://www.sky.com/help/articles/sky-mobile-fair-usage-policy