If it's stopping you adding a new device call Sky so an agent can place the order for you.
▪️ I AM NOT A SKY EMPLOYEE ▪️
NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Posted by a Superuser, not a Sky employee. Find out more
If you have returned a phone to Sky then it can take several months before it is removed.
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Well that's helpful isn't it. I have a phone that was wrecked a couple of years ago still on there and it seems it has to stay. We threw the old phone away but not being able to remove it seems a bit rubbish in this day and age.
If the phone has been paid off then it doesn't count as an active device so shouldn't cause you an issues.
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It has been paid off but was replaced with exactly the same model so whenever I have to check the data etc it is never clear from the initial page which phone is active and which isn't. In 2026 I would expect to be able to remove the inactive phone from my account.
