Repairs

[Julia88]

Evening everyone.

I'm new to Sky since April and never had any of their products. Starting April, I am on a monthly contract (without Sim) for my Samsung Galaxy Flip 6. On the 7th of October 2025, a white line appeared on the creasr followed by a white screen at the bottom half.. to then the whole display appearing like strange LED. Since October, I haven't been able to use this phone but it charges okay. I had called Sky multiple times for repairs. If I remember correctly... 6 times a repair had been booked but only to find out it's been cancelled each time so I haven't received a box to send the item back. I got hold of a manager in December which kindly compensated me with the last 3 months I couldn't use it. That being said, he also was meant to call me back on the 24th December in the afternoon which never happened... I called Sky again 15th January whilst being transferred multiple times, on hold multiple times... for over an hour and still not resolved! I was told I'd get a call back today evening (16th January) yet I'm still waiting. I'm no longer happy with the service i'm getting from Sky and unfortunately, I will keep away from this company. 

Now to my question, what do I do in this scenario? I have filed a complaint recently and still waiting for a response. Is it possible to request cancellation without paying the remaining amount for the phone aswell as the early termination fee (I'd send the phone back also) ... 

[caesarome]

---

@Julia88 wrote:

Now to my question, what do I do in this scenario? I have filed a complaint recently and still waiting for a response. Is it possible to request cancellation without paying the remaining amount for the phone aswell as the early termination fee (I'd send the phone back also) ... 

---

If you have put in a complaint this gives Sky 8 weeks to respond to you and if they either do not or do not resolve this then you can request a deadlock letter that will allow you to take this further.

Have you given any thought to going via Samsung to get this repaired ?

It is unlikely Sky will release you from your contract but you could try asking them to see what they say. It is more likely you will have to see the complaint process through.

[Julia88]

I wouldn't necessarily want to go out of my way into the closest branch which is Central London, I work full time with a baby also. I know of someone which had the same issue and exact phone make and had their phone repaired within 2 weeks through Sky. So it's completely unfair to be messed around with. 

I would just prefer to send over as many complaints as I can to get their attention however long it takes...

[caesarome]

---

@Julia88 wrote:

I would just prefer to send over as many complaints as I can to get their attention however long it takes...

---

You only need to do this the once as this explains what should then happen:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice