New SIM: Poor signal, no Wifi-Calling, texts show wrong number, can't speak to anyone

[Ant8er]

Does anyone have any advice on how to get to speak to Sky about problems with my new Sky SIM, that I activated last week?

I've tried calling them (if I wanted to die while listening to hold music, this would be the way to do it), I've tried DM on Twitter (no reply so far ... does it ever work?), and trying to work my way round the labyrinth of the Help section of their website is driving me insane.

Basically, I've got a worse signal than I had under my previous supplier (Three), was stupidly over-optimistic about WiFi Calling on a Pixel 6 (I could have sworn I read somewhere that someone had got it to work), and while my calls are showing the correct ported number to recipients, my texts are showing a different number which I guess must be the origial SIm number. Quite how they've managed to port the number for calls but not texts I don't know. I've read of similar issues on the Pixel forums and the solutions seems to involve lengthy calls and new SIMs and new number porting ..... 

I just want to cancel the whole experiment but want to find out (officially) on what grounds I can do this without incurring  a penalty. Or, I'd like help sorting out one or more of the issues.  But trying to get hold of anyone who can give me an official, formal response rather than an amateur opinion seems impossible without investing a day on the phone.  

Out of interest, what's the chance of speaking to someone helpful if I DO spend a day on the phone? I've not had to talk to anyone at Sky Mobile during the order process. Are they good at resolving issues?

[Ant8er]

p.s. Just got a response on Twitter telling me I need to phone. Argh.

[63johnw]

Hi @Ant8er  you have a 31 day cooling off period so if you are within that you can cancel and leave penalty free. You will need to perservere on the phone, calling 150. 

[Ant8er]

In fact, how on earth can you complain to SKY? I've followed their complaints link and then it narrows it down so you can only complain about a TV broadcast.  I can't speak to them, as the signal is so poor with the SIM that my calls get cut off. I can't complain. It's a nightmare

[Ant8er]

Thank you. I wasn't sure if I was within the cooling off period, as today is over 31 days since I ordered the SIM. I narrowly missed a billing period with my old supllierr,  so waited until just before the end of that to activate the Sky SIM.  It was very unclear on the Sky Help pages how the 31 day period worked, and I'm still none the wiser. 

I tried to phone Sky many times, but because the Sky Mobile signal is so poor, and because I can't get WiFi Calling, I was cut off during every conversation I had, even when I did manage to get through to someone. Twitter suggested phoning too, despite me saying that I couldn't complete a conversation without the line dropping. 

In the end I borrowed a phone from a neighbour and got through to someone (not too bad at that time - about a 20 minute hold before getting through), who confirmed I was still in the cooling off period . I still don't know why, but I'm not going to query it. So I've got a PAC and will now either go back to my previous company (at least I know they have WiFi Calling) or elsewhere. 

Thank you for replying, and if anyone does fully understand the cooling off period rules, maybe you could post them here for anyone else that stumbles across this thread? I don't know if it's 31 days from ordering the SIM, 31 days from receiving it, 31 days from activating it, etc etc . 

[caesarome]

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@Ant8er wrote:

In fact, how on earth can you complain to SKY?

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By filling in this form as you can select Sky Mobile from the drop down menu:

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

[Ant8er]

Thank you!!!!!  I could not find that, in my travels. 

[Chuckoss]

Same issue with my new SIM. Started new contract 2 month ago and having the same problem. Can't get to speak to anyone to resolve this and stuck in a contract that dosnt work unless I'm connected to a WiFi.

My signal is poor in my area now it wasn't at the beginning when I was on pay & go. So stuck with a SIM that I can't do anything about. Only way I have been told to get help is to go to the local shop 23 miles away and talk to a rep there.