Sky Mobile Swap - Sending back old phone

[Skink1977]

Hi All,

I'm swapping my old phone for a new one, the new one arrived yesterday with just a returns label in the box addressed to Sky Swap, no other instructions.

On the sky site it says they will send me instructions on how to return my phone, but do I assume i just return my old one using this label and the packing my new phone came in?

Do you have to include the original box? charger? The status of my swap is 'Start your Swap' when I've already received my new device, no other info is available.

It's all very vague! Anyone actually done a swap and know the procedure?

Thanks!

[caesarome]

I think you can use the packaging you have got with the label that they have provided. 

As for the charger I don't think you need to return that as there is no mention of it here:

https://www.sky.com/help/articles/sky-mobile-return-old-swap-device

[mr+pricklepants]

Hi,

Ive got exactly the same issue. No instructions just a label with my new phone.

Had an email yesterday morning to say they haven't received my phone. Probably because you haven't sent me anything to return it with!

Ive replied to the email but no response and I don't know if the email address is monitored. Trying to navigate Sky's site isn't exactly easy so no luck with any online help.

Last time I swapped everything went smoothly but this time it's all a bit vague. My swap status doesn't even show that my new device has been sent even though I've had it nearly a week.

If nobody bothers to get in touch I'll just sell it somewhere else and use the money to pay off the last of my contract.

[Daniel0210]

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@mr+pricklepants wrote:

Hi,

Ive got exactly the same issue. No instructions just a label with my new phone.

Had an email yesterday morning to say they haven't received my phone. Probably because you haven't sent me anything to return it with!

Ive replied to the email but no response and I don't know if the email address is monitored. Trying to navigate Sky's site isn't exactly easy so no luck with any online help.

Last time I swapped everything went smoothly but this time it's all a bit vague. My swap status doesn't even show that my new device has been sent even though I've had it nearly a week.

If nobody bothers to get in touch I'll just sell it somewhere else and use the money to pay off the last of my contract.

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@mr+pricklepants 
You aren’t talking to Sky here as this is primarily a customer helps customer forum and no one will get in touch with you from Sky as a result of your post on here. Give Sky a call. Just dial 150 free from your new mobile.

[Skink1977 · Accepted solution]

You do return it in the box the new one came in. If you look at the box there are instructions on it somewhere in the smallest font imaginable! Should be a label too.

It's not the clearest process and nothing much  on the sky site to help either.

[Mr+Flibbles+86]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you

[mr+pricklepants]

Thanks for the reply.

Just noticed there's instructions written on the inside of the packaging my new phone came in. Impossible to read them but I'll just send it back and hope for the best. 

Tganjs again 👍

[Madmax22]

There no return labels

[Daniel0210]

@Madmax22 
Another customer posted on here recently that the return label was on the inside of the packaging the new device arrived in but that it was quite small and could easily be missed. They then successfully used the label and the same packaging to return.

If you’ve already disposed of it give Sky a call and ask for more packaging AND another returns label.

[Madmax22]

There's no labels

[Daniel0210]

@Madmax22 

Then the second part of my answer applies.

[brian+t]

Im trying to swap my samsung galaxy S20 for a new samsung phone, Samsung are offering £250 for my phone, but ive still got cash to pay, do i send my phone to Sky or Samsung ?? Totally confused, also Sky offering double data, do i lose all the data i have if i change the amount i want per month. The reason im asking is that my wife has data too and weve amassed a lot.

[caesarome]

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@brian+t wrote:

Im trying to swap my samsung galaxy S20 for a new samsung phone, Samsung are offering £250 for my phone,

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Then the phone has to be sent back to them I believe.

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@brian+t wrote:

 do i send my phone to Sky or Samsung ?? 

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Samsung as the £250 promotion is via them and not Sky.

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@brian+t wrote:

do i lose all the data i have if i change the amount i want per month. 

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No, any saved data in your piggybank stays in your piggybank if you change your data package.

[dazzapsj]

I have requested packaging twice now from Sky for my old mobile phone for my swap. Have received nothing still. They are now telling me my swap will be closed due to not sending old device back. Sky are a disorganised frustrating company to deal with. Please help someone. I have called them four times over this.

[Daniel0210]

@dazzapsj 
Apparently the return label is on the inside of the packaging the new device arrived in but its quite small and could easily be missed. You then use that label and the same packaging to return.

If, as I think, you’ve already disposed of that give Sky a call (just dial 150) and ask for more packaging AND another returns label. There's nothing other Sky customers can do to speed this process up or your swap potentially being cancelled.