Locked mobile account after ordering a new phone

[Nikki1904]

Hi, 

My daughter has been a sky mobile customer for nearly two years. She paid off what was remaining on her handset and ordered a new phone. 

Her phone has now been cancelled and she cannot access her sky app as its been locked. 

 We have seen a sky sales guy who rang sky on her behalf as she was very distraught and we were told her account showed fraudulent activity. However, now we can't seem to get hold of anyone who can help. Noone knows if there's a fraud team to speak to directly and quite honestly when you speak to a customer advisor they don't understand what you are on about ! And are of no help which is even more frustrating! 

Has anyone else had any issues and can anyone advise ? Thank you. 

[twilight+princess]

I've escalated your post so look out for an invite to chat then click on the chat icon.
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[Greenfingers001]

Thanks for escalating this. We’ve sent @Nikki1904  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[raj12345]

I had the same issue as @Nikki1904. My account has been locked. I have had an sms and email informing of my account being locked and to call 03442 411 280 to get it resolved. Been on the call for nearly 4 hours and no answer.

Called the usual customber service number and they were like it's the backend time and they cannot do anything apart from sending them a message and someone out reach out to me within 24 / 48 or 72 hours. It's passed this timeframe and no one has reached out and my account still remains locked. I cannot roll back data or making changes to spending cap. Please help! 

Appreciate if someone can help. 

[caesarome]

@raj12345 

When you say it is locked what is happening, do you see a restricted message ?

[raj12345]

Yes. It says the following"

"Account Locked - we apologise for the inconvenience, buy we have encountered a problem with your account. For assistance call us on 03442411280"

I have been on call on the above number for 4 hours and no reply. It got cut off at 4pm. Tried calling again and it says their offices are now closed and will be back on Monday! 

[caesarome]

I had the same issue on my account a few years ago, the issue is you have talking to a member of staff who knows how to unlocck the account as it took me 3 calls before someone knew what to do.

I would worry to much about using that number so try the usual one.

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[raj12345]

@caesarome Thank you.

Spoke with 7 different CS at Sky and being passed around from one dept to another no one knowing what to do and some saying they've sent an email to the back end team to unlock it etc etc.

Just going in circle.

[raj12345]

Any help would be highly appreciated. My account is still locked and I cannot make any changes or roll data / remove spend cap.

[caesarome]

Only Sky can unlock your account I'm afraid so as you are getting nowhere you might want to put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[VivaaLaaWrighty]

Need some help with this one as im getting nowhere... 

I keep ringing the same number and telling them the same story over and over again without any resolution! I ordered a phone to continue with Sky but then they lock my account? Try rining the number explaining all the details and they are like 'errrrrrrrr' 

Why cant they just put you through to technical to explain the issue? Why do they not have a process in where they can save the notes on your account so that everyone can see it when speaking to an advisor??

My account is locked and Just want it fixing...