No incoming SMS

[Chistery]

For over a month I've been unable to receive SMS. I have tried online chat and calling and Sky support are just useless and dhaven't helped at all. Tried to escalate and raise a complaint, they haven't helped, and they don't appear to be following their own complaints code of practice either. Outgoing SMS and calls in/out are all ok.

I'm using an eSIM, so I can't just try another phone. I can't request a new QR code as I don't receive the verification text.

Sky call handlers get in a loop with their scripts as they try and suggest it's my phone, the SMSC is wrong, it's the senders issue, putting it in another phone, resetting the phone, etc. 

Any suggestions as to how to get someone capable to help?

Thanks!

[caesarome]

@Chistery 

Can you send text messages ?

Have you tried requesting the network settings are sent to your phone:

Go to sky.com/networksettings (My Account > Mobile > Settings) and sign in with your Sky iD.
Select the mobile number or SIM name you're having trouble with.
Scroll to 'Resend network settings' and select Request settings.
Save the settings when your receive them and reboot your phone.

[Chistery]

I can send SMS, I can make and receive calls. I just can't receive any SMS.

I have requested the network settings several times but I doubt that will help with incoming SMS. I have factory reset my phone (but keeping eSIM). I have reset network settings, I have done everything I can on my end.

[Chistery]

Well another week goes by with no resolution. 

The support call handlers keep passing calls to the loyalty team who can't do anything technical at all. It's just a cunning way to get rid of a customer and hope they get passed back to someone else when they get put back in the queue. 

Complete shambles.

[Chistery]

Sky don't even take their own complaints process seriously. Every phone call goes the same way, trying to suggest it's my phone that's the issue, and whilst I'm clearly frustrated with the call handlers, they spend most of the time trying to flog me a tablet instead of fixing my issue. 

[Daniel0210]

@Chistery 

After you've made an official complaint Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

Have Customer Services suggested sending a replacement SIM card in case yours is faulty? 

[Chistery]

I would expect sky to acknowledge the complaint but they like to email saying they couldn't get hold of me, and will close the complaint if I don't call them. They didn't attempt to contact me at all. 

Yes, had a replacement SIM, same issue.