No network and subsequent issues obtaining a PAC code

[Cyrus33]

Hi

This is a query in relation to issues that my mother is having obtaining her PAC.She has been a SKY mobile customer for a substantial period of time and without warning and with no issues regards payment delays etc,her phone has been cut off.We have tried to see what the issue is and SKY are not able to find out what the issue is.So,she remains completely isolated with her only way of communicating,using WhatsApp via WiFi or email.

Due to ths,she has asked for her PAC code to migrate and we have had nothing but delays  and poor advice in obtaining this

.She was asked to wait until Thursday (4th) and her code would be sent to her via email as she cannot receive any text messages.Nothing received.

She later contacted SKY on a 1018 number and keeps on being fobbed off with "we will email it to you",but still,nothing has been received. Again,nothing as of typing...

Is there any way of escalation so that that what should be straightforward,can be sorted out?

TIA

[caesarome]

All you can do is to fill in this form as there really shouldn't be any delay in issuing a pac code:

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

[Cyrus33]

Thank you!I have sent that through.I am currently on to customer complaints/retentions/whoever.We have been cut off once already  and are having the reoccurring issue of them trying to send a PAC to a dead phone that cannot receive any messages and after initially saying that it would be sent via email,this now cannot be actioned.

My mind is truly blown at how poor this all is.

[Cyrus33]

On hold for 45 minutes,speak to someone for 3 minutes-on hold and then cut off.What a shower they are.

[Cyrus33 · Accepted solution]

An update of sorts...Parralel to this

forum,Inwas also speaking to the sky help team on messenger.They could offer no solutions "as its communication via social media" but semt through the same complaints form as sky community had already semt through (and which I had already submitted).

On the evening,the dead phone sprung into life and we received the pac code and then lots of phone calls from retention offering various deals.

My mother has now  moved networks...

Its not the fact that things went wrong-it happens-its the woeful customer service and lack of any ability to try and rectify matters.

Thanks for the advice as I dont know where the complaint form landed,but this was probably the catalyst for action...maybe!