Mobile swap 36- why can’t I swap?

[myke56]

My 24 months (of a 36 month contract) expired in June, though Sky advisor informed me I cannot swap till september.  Is this because I cancelled my mobile contract with Sky earlier this year and went to Lyca ? 

Thank you in advance 

[caesarome]

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@myke56 wrote:

Is this because I cancelled my mobile contract with Sky earlier this year and went to Lyca ? 

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I take it this was for the number only as this should not play a part in the swap process.

If you have been paying your device off each month since the start of the contract then you can swap anything from month one onwards.

[myke56]

Yes im up to date with all my payments. However when I click on 'my swap',  i receive the message;

'Unfortunately you're not eligible to swap your device'. 

[caesarome]

And was it your Sky sim you cancelled and went elsewhere with ?

[myke56]

Yes, that is correct 

[caesarome]

@myke56 

Have you tried doing this via your online account:

https://www.sky.com/help/articles/sky-mobile-upgrade

If not then I would try again to speak to them about this and if the same happens you might want to put in a complaint:

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

[myke56]

Caeserrome- very helpful. Thank you cor the links👍