Received a previously cancelled order…3 months afterwards

[Johnblaze]

I ordered a phone through sky (via MySky app) in June 2025, all went through credit etc everything was fine, a few days later phone was cancelled on skys end so I called up customer services and got given a number to text (Sky virtual assistant) so I could reorder (agent for whatever reason could not order me the phone over the phone) so he put the order through and said I would hear back, but again the phone got cancelled from skys end (I have an iPad and phone from them currently, iPad payments are nd in Jan 2026) so a little annoyed I said that's fine cancel the order I will get it from elsewhere, (phone was for a family member and was needed quickly so I bought it elsewhere) fast forward 3 months and I recieve a text from the courier saying parcel from Sky will be with you between X and Y times later today, confused I call home to ask if anyone's ordered anything from sky, nope no one hd ordered anything. Get home and the phone if initially cancelled is sitting on my table. So I've spent the last 1 hour and 40 minutes and still counting, being transfered between 8 different advisors all telling me they have an error when trying to process my returns label, what I need to know is how have they managed to apply for a phone on my name and send me it out without me ordering it and secondly why don't we have an easier way to process the return? Almost 2 hours and the same result from all 8 advisors, been asking to speak to supervisor and just get sent to another advisor who tells me the same ie they have access to the account and can assist me but then either just switch me over to another advisor or sent me back to the original person I was speaking to. Shocking service from Sky.

[63johnw]

Hi @Johnblaze  you could try a formal complaint. 

https://www.sky.com/help/articles/how-to-make-a-complaint

be wary of a courier turning up saying they have been sent by sky and asking for the device, only return it to the address sky give you (hopefully soon). 

[caesarome]

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@Johnblaze wrote:

what I need to know is how have they managed to apply for a phone on my name and send me it out without me ordering it 

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Someone might have got access to your account if a spam email or phone call has been responded to giving them the requited infoirmation they have asked for:

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.