Request to Honour Advertised £1 Mobile Offer – No eSIM Instructions Received

[Nayan]

Hi all,

I’m looking for some advice regarding a recent issue with my Sky Mobile order and a promotional offer I signed up for.

On 10 June, I received a welcome email confirming my sign-up for the 1GB mobile plan advertised at £1 per month, along with a £15 voucher incentive. After this, I didn’t receive any further communication or instructions about activating my eSIM or what I needed to do next.

Today, when I contacted Sky Mobile customer services, I was told my account has been locked and that I’m no longer eligible for the promotional offer because the promotion window has closed. I was also told my order was cancelled due to the eSIM not being activated. However, I never received any instructions on how to activate the eSIM — I checked both my inbox and spam/junk folders, and there was nothing.

From my perspective, this doesn’t seem fair. I placed the order during the promotional period and acted in good faith, but I wasn’t given the information needed to complete the activation step.

I’m now being told the offer has been withdrawn due to non-activation, but I wasn’t given any way to complete that activation in the first place.

I’d appreciate any advice from others who’ve had similar experiences, and ideally some guidance on what the best next steps are.

Thanks in advance.

[caesarome]

@Nayan 

When you order a sim card or esim then usually you have 31 days to activate the sim before it is cancelled, however what might have happened is that because you have delayed activating the esim the actual offer is no longer available.

Instructions on how to activate it can be found online namely here:

https://www.sky.com/help/articles/esim-sky-mobile-activate-and-install

I think what you have been told might be slightly wrong as it isn't the account that has been locked, namely the esim has been due to what I have said here.

[Nayan]

Hi, I never received any instructions about the e sim/activation code. All I received was we're getting your account ready and then no further comms. 

[Nayan]

Any further help please 🙂 ?

[caesarome]

@Nayan 

All you could try is to put in a complaint:

https://www.sky.com/help/complaints