Phone Swap

[Horsa]

I have not received the pre-paid packaging together with posting instructions to send my old device back to Sky.

Help please!

[Daniel0210 · Accepted solution]

@Horsa 

You can use the packaging the new device arrived in and the label should be in that packaging. If you've discarded it you can call Sky and request another. 

[PHDR]

Why do I have to return MY PHONE FULLY PAID FOR if you've told me it's not worth anything?

[Daniel0210]

@PHDR 
You aren’t contacting Sky by posting on here. We are mainly customers trying to help other customers.

If your device is fully paid up it doesn't need returning. If it's fully paid up you also can't use it as part of a swap. Have Sky notified you it's fully paid up? How long have you had it and what Swap plain are/were you on? 

[PHDR]

Yes Sky fully aware but as usual you can't speak to a real person, you just go round in circles. Phone fully paid for at least a year ago.

new one up and running but they keep saying change over not complete until old phone returned but they've already stated that old one Iphone6s not worth anything which I accepted.

so why return?

[63johnw]

Hi @PHDR  if you went through the swap/upgrade process then sky expect a returned device. If you are saying that the phone was paid off more than a year ago then you shouldn't have been allowed to go that route. If a device is paid off you can't normally swap/upgrade you just order a new device. Have you carried out the swap process ?  Call sky on 150 and when prompted don't speak and you should get through to speak to a person. 

[PHDR]

Hi, I've been a customer of Sky for 23 years and accumulated data in Piggybank I exchange some of this data for a discount on the I phone 16 s, it all went through smoothly after they informed me the old phone was worth £0.  
Must admit they were pressing me to upgrade ever since original contract ended as I said a least a year ago.

Thanks for your help I'll  ring Sky and try to resolve. Looks more promising if I can speak to a real person.