Order i didnt place

[AC19891]

I have just logged into my online account and it says i am being sent a new phone which i did not order and will start and get charged for. How can i be sent and charged for a phone that i do not need or order? And hiw can i cancle it so i dont get charged?

[caesarome]

@AC19891 

It appears that you account has been accessed presumably as someone has responded to a make phone call or email so as well as changing the password you need to get in touch with Sky about this as per this:

https://www.sky.com/help/articles/account-takeover

If you receive an unexpected parcel from Sky get in touch with our customer services team immediately. We can give advice on what to do. Don’t send the parcel anywhere except our returns address.

We’ll give you pre-paid returns packaging to send the parcel back to us.

[PandJ2020]

Read this carefully: https://www.sky.com/help/articles/account-takeover

Change your password immediately - ensure it's unique.

Then be extremely careful about anyone contacting you as it will be scammers trying to get you to return the device to them (and you'll be paying for it)

[AC19891]

But how can i be charged and sent something that i have not ordered in the first place and why was it sent and added to my bill in the first place??!!

[caesarome]

@AC19891 

That is because someone (so not you) has got access to your online account and has placed the order, they will then send a courier to your address to collect it which is why you must not hand it over and only give it back to Sky by returning it yourself. As far as Sky are concerned you have placed the order.

[PandJ2020]

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@AC19891 wrote:

But how can i be charged and sent something that i have not ordered in the first place and why was it sent and added to my bill in the first place??!!

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Because your account has been 'hacked'.  Usual routine is that 'Sky' call you (it's not Sky) offering discounts and obtaining access to your account or by reusing passwords where hackers use those details harvested elsewhere.