Lost phone

[Tracey61]

Hi my Dad is currently on holiday and has lost his phone. Unfortunately he's on a cruise so has no access to a telephone as they are now at sea. I have rang the lost phone number but they won't block the phone as I don't know the password on the account. I am able to answer security question but they won't accept & just keep saying it's got to be the account holder. Can anyone help? I really don't think it's acceptable not to block the phone. I can see the location on track my phone. Help!

[Daniel0210]

@Tracey61 

See this link regarding reporting lost or stolen devices

https://www.sky.com/help/articles/lost-or-stolen-sky-mobile

[Tracey61]

Thanks @Daniel0210 

I've already called this number and spoke to 2 different people. They won't help as I'm not account holder. My Dad is the one who has lost his phone is currently on a cruise but they want him to log into his account, so even though he's explained he has no way to do this, they are refusing to block SIM card. It's the worst customer service I've ever experienced.

[caesarome]

Can he not contact Sky via social media, the links of which are at the bottom of this page ?

[daveNOS]

@Tracey61 Has you father asked if there are any computers or laptops on the ship he can use?, I know from the cruises I've been on the ships had loads that could be used by guests(it can be rather expensive though as it's a per minute charge)

[Tracey61]

@caesarome he has no telephone, no laptop & is in his 70's so isn't on social media. 

[Tracey61]

@daveNOS @he is on a Caribbean cruise & no equipment for him to use, not that he probably could anyway given his age. The call centre have cut him off twice already as he couldn't remember his email address & they wanted him to log into account. How they thought he could do that I'll never know.

[Daniel0210]

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@Tracey61 wrote:

I have rang the lost phone number 

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@Tracey61 

What happened when you rang the number? Have you kept trying (providing the battery is still active)? 

[Daniel-F]

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@Tracey61 wrote:

@daveNOS @he is on a Caribbean cruise & no equipment for him to use, not that he probably could anyway given his age. The call centre have cut him off twice already as he couldn't remember his email address & they wanted him to log into account. How they thought he could do that I'll never know.

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Hi @Tracey61 

Sorry to hear this to be the case with your father's phone. 

As an alternative, using whatever device your father did use to notify yourself about the phone could instead be used to create a social media account or even an account here on Sky Community. If your father has difficulty doing this or in navigating the pages, I would recommend he asks a family member / friend that he is traveling with or alternatively one of the cruise catering staff to assist. 

From there your father could contact our social media team or us here on Community and we can attempt to offer some further help with him. 

Thanks,

[Tracey61]

Thanks Daniel, unfortunately he's not going to be able to do that as it was another passenger who let him use her phone. I am in contact with the cruise company in the hope they can retrieve the phone & I've also wrote to your CEO as I believe there's a gap in your process for situations like this. Thanks for trying to help