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Discussion topic: Old unused device still showing on my mobile account. How can it be removed?

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This message was authored by LennySpen This message was authored by: LennySpen

Old unused device still showing on my mobile account. How can it be removed?

A pre existing device that is no longer on a plan is still.show on my active devices. This is stopping my order or upgrade to a new device? How do I get it removed from my account?

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This message was authored by caesarome This message was authored by: caesarome Answer

Re: Old unused device still showing on my mobile account. How can it be removed?

Posted by a Superuser, not a Sky employee. Find out more

@LennySpen wrote:
This is stopping my order or upgrade to a new device? 

Only devices returned to Sky will be removed from your  account and this can take up to 150 days to be removed. It should not prevent you from ordering another one so if it is call Sky on 150 to let them place the order for you.

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This message was authored by caesarome This message was authored by: caesarome Answer

Re: Old unused device still showing on my mobile account. How can it be removed?

Posted by a Superuser, not a Sky employee. Find out more

@LennySpen wrote:
This is stopping my order or upgrade to a new device? 

Only devices returned to Sky will be removed from your  account and this can take up to 150 days to be removed. It should not prevent you from ordering another one so if it is call Sky on 150 to let them place the order for you.

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If someone has helped you then please click on the LIKES button in their post.
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LennySpen
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This message was authored by LennySpen This message was authored by: LennySpen

Re: Old unused device still showing on my mobile account. How can it be removed?

So if I do not return the device to Sky (in a swap) it will never be removed? If there any way I can get them to remove it.?

This message was authored by 63johnw This message was authored by: 63johnw

Re: Old unused device still showing on my mobile account. How can it be removed?

Posted by a Superuser, not a Sky employee. Find out more

Hi @LennySpen  no you can't, only devices returned to sky get removed by them. Others remain showing on your account. 





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LennySpen
Topic Author
This message was authored by LennySpen This message was authored by: LennySpen

Re: Old unused device still showing on my mobile account. How can it be removed?

Can I return the old device to them to get it removed? or is the only option to return via the swap system when upgrading?

This message was authored by caesarome This message was authored by: caesarome

Re: Old unused device still showing on my mobile account. How can it be removed?

Posted by a Superuser, not a Sky employee. Find out more

If you have paid the device off in full then as you own it you can not return it to Sky.

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LennySpen
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This message was authored by LennySpen This message was authored by: LennySpen

Re: Old unused device still showing on my mobile account. How can it be removed?

Ah OK, it will just have to sit on the account then, and I will have to call up to make any upgrades as this old device blocks me from doing anything ordering via the online portal as I get the "you already have the maximum devices on your account" warning

This message was authored by No1auntie This message was authored by: No1auntie

Re: Old unused device still showing on my mobile account. How can it be removed?

I have a similar issue I took over my dad's account when he passed away there was 5 devices on his account but I was told they would all be removed 3 years later I'm still waiting for them to be removed it doesn't allow me to upgrade as it says I've reached the maximum handsets allowed I've called twice in the last few weeks but I'm still waiting for them to be removed 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Old unused device still showing on my mobile account. How can it be removed?

Posted by a Superuser, not a Sky employee. Find out more

@No1auntie 

The agent should be able to place your order if the amount of devices is causing a problem. Perhaps it's the fact it wasn't originally your account that's causing a further issue.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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