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

[LennySpen]

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?

[caesarome · Accepted solution]

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

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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.

[LennySpen]

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.?

[63johnw]

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

[LennySpen]

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?

[caesarome]

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

[LennySpen]

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

[No1auntie]

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 

[Daniel0210]

@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.

[pfarm1980]

I have the same issue. I need unused and paid off devices removed from my account as its very difficult to contact a human with sky, which I am now forced to do. I dont see why it is so hard to remove a no longer linked to sky in any way device. This whole situation is dissapointing. I find most of skys online good but I can no longer use some of the features due to this. I think sky needs to allow the option in their programming to remove devices once they are paid off. 

[nikestorm]

Hey I know this is an old thread but I've now got to the same situation 

I like all my accounts clean & less fussy

i have old devices a phone,tablet & watch on my account which I've paid off over year & half ago and now want them all gone as if I decide to upgrade it would be on the second mobile device I use at the moment 

can't see why this is a problem the devices are under different account numbers so should be easy to delete the said items that are now not needed anymore plus as what's been stated only way is to return the devices but if u own them why would you?

Things may have changed since this thread could someone please update me and if someone from sky reading this why can this not be updated if not done already 

[63johnw]

Hi @nikestorm  things haven't changed, only devices returned to sky will drop off your account.