Phone Swap Lost?

[JMesh92]

I bought an iPhone 18 Pro Max on the launch and it was delivered the 18th. 

I sent my iPhone 17 Pro in as a swap on the 19th, postage tracking says it arrived in Norwich and was received on the 22nd September however my swap is still sitting on "Awaiting your swap". 

I've spoken to two customer service agents, one on Thursday, and one today. On Thursday I was told "I can confirm the phone is here and the information will be updated tomorrow morning". Obviously, that didn't happen.

I rang up again today and the customer service agent basically didn't understand me and thought I hadn't sent the phone in. I said three times about sending it back and having proof of postage. She eventually moved the issue on to the mobile team to "see where it is" but it will take up to 72 hrs. 

I am also still currently paying for the old phone which is annoying. 

Has this happened to anyone before? If so what ended up being the resolution? As I have proof of postage, proof of receiving. It is Sky's error.

[63johnw]

Hi @JMesh92  it takes 2-4 weeks to process the returns, especially when a new iPhone has been released, so you are still within that time range. 

[JMesh92]

Interesting, but my worry is that it hasnt even budged to "Received your device". It still says they're waiting on it despite it being there. 

[Daniel0210]

@JMesh92 

The important thing is you have proof of posting so keep that safe and indefinitely. The Community Messaging Team on here can't deal with proof of returning mobile devices so if need be you will have to call Sky again.