Dear Sky Mobile Team,
I am writing to formally raise a complaint regarding what has been the worst customer experience I have ever had with Sky. I have been a Sky Mobile customer for over two years, but for the past two weeks, I have been stuck in an ongoing nightmare trying to resolve an eSIM issue with my number ending in 007.
My phone was recently replaced by Apple due to a fault. Since then, I have been unable to reinstall my Sky Mobile eSIM using the activation code. When I contacted your team, I was told the eSIM could not be replaced directly and would need to be converted from a physical SIM instead.
I received the physical SIM, activated it successfully, and followed the process in the MySky app to convert it into an eSIM:
Login → Manage SIMs → Convert to eSIM → Verify account via text OTP → New eSIM activation code sent via email.
The eSIM was installed, and I was able to make and receive calls, send texts, and use data. However, I could not receive text messages—which is essential as my banking apps and verification services depend on this feature.
Over the past two weeks, I have spent hours on multiple calls with different Sky representatives, been sent three physical SIM cards, and repeatedly gone through the same conversion steps. Each time, the result is the same: the system fails to send the verification text, showing “Sending Failed” on both my end and Sky’s end.
After countless failed attempts and two open cases ("4494821640" and "4520057003"), I have completely lost confidence that this issue will be resolved. I am now unable to even generate my PAC code, which is unacceptable after two weeks of back-and-forth and wasted time.
At this stage, I urgently request one of the following:
1. A working replacement eSIM sent via email (I can verify my identity through standard security checks or my secondary number ending in 720); or
2. My PAC code for the number ending in 007, so I can transfer my service away from Sky immediately.
This situation has been handled extremely poorly — I have been transferred between departments repeatedly with no progress, and my mobile service remains partially unusable. Please escalate this complaint urgently and provide a resolution without further delay.
