Issue with new mobile order

[ConorJB]

Good afternoon

Just wondering if anyone else has experienced similar and has any guidance on how to resolve? So far I've been given information that turned out to be incorrect and hung up on while on hold while an advisor reviewed the issue 😞

I pre-ordered the iPhone 16 Pro Max on 13/09 and received this on 20/09. When I pre-ordered this, I was logged into my Sky account and received all confirmation emails to the email address on my Sky account.

However, the phone and the data plan selected are not appearing in my products.

I’ve been told on Customer Service this morning that even though I was logged in this would have created a new second Sky mobile account for me in my name/email address. Even though the order was placed with the email on my existing account.

I cannot access any other account with these details and cannot find an account myself with this phone/plan on.

To further add complexity, I wanted to move my number over from EE to Sky. So completed the PAC code transfer on Friday, but now been told that this would have been against my old account and now the new plan that I ordered will be unable to have the number I wanted moved over from EE.

Sky as yet are struggling/unwilling to help unravel this.

[Greenfingers001]

vHi there @ConorJB , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Hi @ConorJB 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[ConorJB]

Thanks Tom, apologies.

Its kind of sorted now. They got access to the second automatically generated account albeit by changing the log in to my wife's email address.

Nothing could be done to correct the moved phone number though sadly