SWAP 24 - Not Eligible

[Jernau]

I have a Macbook Air through Sky Mobile which should now be eligiable for a swap as I took the payment agreement on in 2024. I checked the swap date a month ago and the it was showing as the 10th of January on the Sky website. I want to upgrade to a Macbook Pro so on the 10th of January I logged into the Sky site and lo and behold the site states "Unfortunately you're not eligible to upgrade your device". Odd I thought so got in touch with Sky chat support who told me that as I don't have an active SIM card I cant upgrade!

At no point when I went into this agreement was I aware I have to have an active Sky SIM card to swap my device, when I got the device I did get a free 100Mb data SIM but was told I did not need to activate it if I did not need it.

So what are my options now, surely I do not have to have paid SIM plan to upgrade a Laptop?

[PandJ2020]

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@Jernau wrote:

 surely I do not have to have paid SIM plan to upgrade a Laptop?

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Not that I'm aware of...  Try contacting them again and see if they say different.

[63johnw]

As advised in your other thread @Jernau  you will need to call sky for help with this. 

[Jernau]

Unfortunately I have tried contacting Sky on a number of occasions and being told I will be called back but no one from Sky calls back, I have raised a complaint but again aside from an acknowledgment that they received my initial email no follow up

[JosephtheDaddy]

I am now experiencing the same issue when trying to upgrade my wife's phone.

As this wasn't stipulated in the contract I agreed to when I originally signed up (we ported out the number a couple of months ago as cost was getting silly) I will be looking at how I can take this further.

[caesarome]

@JosephtheDaddy 

What did Sky say when you called them on 150 ?

[JosephtheDaddy]

I dont get an answer, cs is rubbish.

Last time I was on hold for almost an hour and then got cut off.

[PandJ2020]

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@JosephtheDaddy wrote:

I dont get an answer, cs is rubbish.

Last time I was on hold for almost an hour and then got cut off.

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The terms don't appear to explicitly state a dataplan is required.

The only term is "5.11. If you are swapping to a new device that’s compatible with eSIM you will need to order a replacement SIM on your My Sky account. This will need to be activated and installed on your new device."

I'm wondering whether this is preventing it?