Mobile data issues

[CTHector]

I have 5 mobile phones all nested to same account for wife and kids. Since 11/04/24 when there was network disruption, all but one of the phones are ok, but my daughters has stopped being able to pick up mobile data. On WiFi she can get internet access and she can make and receive calls and texts, but there is no internet browsing via 3G/4G/5G. We have done all troubleshooting tips offered on the help pages with no success to bring it back. There have been multiple calls to SKY but these have not resolved the issue. Further to the tips, we have tried a new replacement SIM, reset the iPhone and switched my SIM for hers showing it is an issue with this telephone number account but not the handsets. This has now dragged out for over two months. Phoning SKY gets a polite help desk person but no resolution. Promises of callbacks have not been met. Can anyone help?

[Tom-W19]

Hi @CTHector 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

[Lisa-P1987]

Thanks for chatting to us @CTHector . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[CTHector]

My daughter has been trying to contact you via her phone (ending 126). As I understand it the issue remains unresolved 

[caesarome]

@CTHector 

Sky tried to contact you via a private message on here but as you can see they said you didn't respond to them so would you like to try this again or is the account holder going to call Sky support ?