Incorrect contact number on account

[alnic]

I am trying to convert an sim to an esim because sky sent me 2 physical sims for a Google Pixel 10 Pro that only has 1 sim slot despite me requesting 2 esims.

When I go on my account, select the sim and select convert to esim, it's trying to send a security code to a phone number that was cancelled 4 months ago and no longer exists. I cannot change the number to my actual current sky number and it just tells me to call support.

I've called them 8 times now and spent around 6 hours on the phone to sky and they can't do any of the below

• convert the sim
• change the number the security code goes to EVEN THOUGH IT'S NOT MY NUMBER!
• Add a replacement esim and cancel the physical one. 

Does anyone have any ways around this before I request a pac code and leave sky? 

[63johnw]

Hi @alnic 

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

[alnic]

So the sim I wanted converting was a free 100mb sim that came with my phone contract.

One of the people I spoke to on the phone in the last week apparently cancelled my sim as they said they had to do that to reissue it as an esim. Now I'm being told to do that it can only be reissued as a chargeable sim and the cancellation can't be reversed. So I've basically lost the free sim. Even the "loyalty" team said this can't be overwritten.

Seriously done with Sky.. 5 years with Sky q, broadband and mobile and they can't just issue a 100mb sim to my account that was mine to begin with as goodwill for all this hassle?? Absolute joke.