Open Sky Mobile case - no update received

[ejbell1]

Hello,

I am looking for advice from a Sky moderator regarding an open Sky Mobile case.

The case relates to a mobile number porting/restoration issue. The case was raised by Sky and has been with the back-office team for some time.

I was originally advised that the case would be reviewed and that I would receive an update by email. After no update was received, I contacted Sky again and was advised that the back-office team were actively working on the case and that I would receive an update within 24 hours.

It is now Monday 15 June and I have still not received any email, phone call or status update.

Sky support have confirmed that the case remains open and active, however I have been unable to obtain any information regarding progress or an expected resolution date.

Could a Sky moderator please advise whether there is a way to obtain a status update or escalate an open case that has exceeded the promised update timescales?

For security reasons I have not included the case reference in this public post, but I can provide it privately to a Sky moderator if required.

Thank you.

[caesarome]

@ejbell1 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[AceRimmer]

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.