In September 2024, I joined Sky Mobile Ireland under their introductory offer of €15 per month. Unfortunately, I encountered an issue with Wi-Fi calling, as I had only purchased the SIM card, and my phone was originally from Three. However, this was not a significant concern for me.
In Ireland, when a call is missed, the line is busy, or the call goes unanswered, it is forwarded to voicemail. The voicemail number includes a "5" after the "08x" prefix of one's own number, such as +353 83 5 xxxxxxx. On three occasions in April 2025, I was charged 16c for voicemail forwarding, although some other voicemail forwarding did not incur any charges.
I contacted Sky Mobile's Customer Care via WhatsApp to address the issue. However, I found that the representative, whom I believe may have been outsourced to India, seemed unfamiliar with Irish phone numbers and seemingly Sky Mobile services. Despite spending 45 minutes attempting to explain that the +353 83 5... number was for voicemail redirection, the agent insisted it was a premium number. Eventually, I gave up due to the frustration.
I then reached out to Sky Help via Twitter/X, where Niall, the Sky representative, promptly understood the issue and resolved it within five minutes. This left me wondering why the WhatsApp representative could not offer the same level of understanding and efficiency.
While the charges were minor (48c), the poor customer service experience irked me so much that it led me to reconsider my choice of provider. I ultimately decided to switch back to Three Prepay by visiting my local Three Store and porting my number to cancel my Sky Mobile account. This experience has left me hesitant to consider Sky Mobile in the future, and I would not want anyone else to encounter a similar situation.
Although Sky Mobile's €15 per month offer provided a better mobile connection (5G indoors in Dublin) through the Vodafone network that Sky uses, I feel that paying the extra €5 to Three for (IMO) better customer service is well worth it.
I understand that this is a very specific issue that not many people may experience, but the problem still occurred for me.
(Note: I have made every effort to approach this situation in a professional manner, striving to communicate clearly and calmly in order to explain my issue.)
