Mobile Customer Service?

[jaq19]

Any ideas how to get help from mobile customer service when the chat is constantly closed ?

I returned my old handset as part of a Sky Mobile Swap around 10 days ago. The item also would have been sent sooner but the return process wasn’t clear and seemed that separate packaging would be sent for the return. It wasn’t until I opened the box up and turned it inside out that I found return instructions and this was about 7-10 days after receiving. I have proof of postage for the returned handset. I have not received any confirmation of receipt, and I am now being billed for both the old and new device. I I need Sky to urgently locate the returned handset, close the old credit agreement, and remove incorrect charges. I cannot use the phone to call  customer services due to my disability and every time  I try to contact online the chat says it is closed.

[Daniel0210 · Accepted solution]

@jaq19 

Swap returns are taking a number of weeks to be processed, checked for any damage and its valuation confirmed. The process cannot be hurried up. Just keep your proof of posting safe and indefinitely. 

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@jaq19 wrote:

I cannot use the phone to call  customer services due to my disability 

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If there are health/medical issues which affect communicating with Sky, register with the Sky Accessibility Team who may be able to help in the future. Once registered there are different methods of communication other than phoning so have a look at these related links… ~

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance