Refused for upgrade

[Jo2411]

Good luck with the call back - we were told the same then got an email saying the complaint would be dealt with within so many weeks then a couple of days later an email saying our complaint has been closed.    We honestly were so stressed out we couldn't bring ourselves to phone them again but have raised another complaint online.   It becomes difficult to spend so mic htime on the phone when you are both working full time.  
hubby now has to contact them re his elderly dads tv issues so don't think he can cope with both just now.  lol 

[Jaydee83]

I am so happy I found this forum. The exact same thing has happened to me. I have TV and 3 mobiles with Sky. I have tried to upgrade my phone which I paid off last year and it's been refused. I panicked and checked Experian and my credit score is excellent. I have never missed a payment in anything and so I have found this very upsetting. 

We are with Sky for the data sharing and so I really don't know what to do.

[Jo2411]

It is so upsetting.  We are no further forward however my hubby was onto them re his dads TV contract - his dad left for virgin and sky are still taking payment from him.  Anyway he spoke to someone who could actually make sense and he said it's to do with fraud checks and it's causing all sorts of bother with customers like us.   But we still have no response to our complaint re our original complaint being closed with no action or information.  We will be leaving but like you we used the data Sharon as it's really useful when you've teenagers who use loads of data. 

[Holdeenio]

Sorry to hear you have yet another experience of the same unexplained and unrectified error. Early January I wrote to Sky by old school letter, to inform them it's been months and I've had no response to my complaint. I directed them to this thread in their forum which shows at least a few examples of the same error.

i like their mobile proposition including data sharing, but if its not working for me, I'll be taking my business elsewhere.

[Jaydee83]

Thank you for your replies.

I have started looking at other mobile providers. I will give it a few months and apply again for a new phone with Sky. If still unsuccessful , I will pay my sons contract off and move else where. 

[Amanda+Ha]

has anyone had a resolution to this. I've been with sky for over 20 years with TV and mobile for 6-7 years. Trying to do an upgrade and getting the same thing - refused. But still getting bombarded with emails and texts saying what great deals they have to change my phone and update it!? 
they are still happy to take the plan DD and the DD for the TV and broadband package. 😡🤬

[Joannew1973]

I have the same issue. Unable to upgrade my phone due to failed credit check. I have never defaulted on any payments (to anyone, not just Sky) and my credit score is excellent. I wanted to stay with sky as I like the data rollback feature, but will have to go elsewhere now. Seems to me they are losing customers over this issue.  

[AndyB46]

I am down to just my own contract now after having four at one point. I'll wait until mine runs out, try again and see what happens. If the same thing happens again, that'll be me away elsewhere through no choice of my own. 
I've tried to get it looked in to, but unfortunately you get through to a call centre member who reads from a script 99% of the time, so trying to resolve the issue is pointless. It's so frustrating that no one gets in touch and actually looks deeper in to it! 😠 

[Holdeenio]

Hi All,

Sky closed my complaint - without even talking to me about it. I was promised a call from a manager in the resolutions team which never came. I won't waste anymore time on Sky - I've spent almost 8 hours accumulated on the phone to various people and got nowhere.

It's clear from this thread alone that Sky Mobile have a systematic issue with new upgrades impacting long term customers, but they don't seem fussed. So I'm moving my mobile business elsewhere [Removed]

Moderator notes: Removed campaigning 

[Jo2411]

We were the same and no one got back to us or helped look into it.  We waited a couple of months and then our daughters phone started to die so my hubby tried one day on the off chance and ordered new one no problem!  TBH he wanted to leave but we find the data rolling really useful when you've got teenagers who use up their data fast.   

[Jo2411]

The same happened to us - we got an email to say our complaint had been closed when no one had contacted us at all.  

[Sezzer+B]

I've had the same thing happen last week. My mum wanted to upgrade her iphone as she's elderly and struggling with the smaller handset. She's been with them 15 years and had her last phone 8 years ago! It has been cancelled 3 times so I tried to add a new handset to my account for her and that got cancelled too.Credit history all ok and been with them for years. I'm just going to buy the handset elsewhere now. It's too much hassle! 

[Amanda+Ha]

That's exactly what I did. But they are still sending me offers to upgrade and telling me I'm eligible for all these new deals. They can quite politely do one!! 

[Holdeenio]

I paid off my handsets and have started the process to transfer away from Sky mobile. Their complaints process was a joke - my complaint was never dealt with, I never received calls back and then randomly got an email telling me my complaint had been resolved, with no further explanation... I recommend TalkMobile for sim only plans £6.95/m 70GB of data! 

[nancycastle]

I been refused and im a customer of 15 years. 3 phones and a tablet now. And 4 Sims. Phone finishes in sep so I thinking try than. If not I get elsewhere and keep my Sims sky. They are the best for piggybank. It seems 15 years means nothing