What is Swap?
With Sky Mobile, you can upgrade your phone for a brand new phone anytime you like.*
*You may not swap within the first 31 days of your credit agreement.
Phones
- Swap12 is a 24-month contract
- Swap24 is a 36-month contract
Tablets
- Swap24 – swap your tablet for a new model every two years
- Swap36 – get our lowest monthly price and swap your tablet every three years
Ready to upgrade?
We'll let you know when it's time to Swap or to find out, go to My Devices (sign in with your Sky iD).
If you have a phone, and swap;
- after 12, 24 or 36 months and your phone or tablet is in good condition, then you won’t have anything extra to pay as the value of your old phone or tablet should cover what’s left to pay on your credit agreement.
- your phone early (before 12 for Swap12 or 24 months for Swap24). We’ll give you a valuation for it and you can choose whether to accept it.
If the value isn’t enough to pay off what’s left on your credit agreement (for example, because your phone is damaged or you swap your phone early), you’ll need to pay the difference. This will be added to your next bill.
You can choose to make a one-off payment by credit or debit card to cover the difference before your next bill is generated.
If you don’t have a credit agreement and you’re eligible to swap, we’ll put the credit towards your next Sky Mobile bill.
If you have a tablet:
- Swap24, after your 24th tablet repayment is added to your mobile bill up until the end of your original credit agreement period. You have a 12 month window to swap your tablet.
- Swap36, after your 36th tablet repayment is added to your mobile bill up until the end of your original credit agreement period. You have a 12 month window to swap your tablet.
Please note: The device repayment date might not be the same day as your bill date.
If you bought your device (phone or tablet) outright, you’ll still be eligible for Swap24. You’ll be able to swap from the 24th payment for Sky Mobile services after your device was delivered.
What happens if my device is damaged?
You can still Swap your device. Just let us know about any damage in the questions we'll ask you about your device. The value of your device and the final price we pay may be lower due to the damage.
To check how much the value will be reduced by see; 'Device condition and grading' here.
What if I want to keep my old phone?
Remember, if you swap your phone or tablet and you don’t send your old one back to us after you’ve got your new one, you won’t get a credit for it and you’ll need to carry on paying for both devices (if applicable).
To check your repayment schedule, go to Manage, sign in with your Sky iD, select ‘Your Mobile Bill’ and ‘View Your CCA Agreement’.
In rare cases, if you choose not to Swap, your monthly device payments may go up, but we’ll have told you this in your credit agreement when you bought your device.
When will I get the credit for my old device?
Once we've received your device, we'll check it over and, if everything is as we expect, we’ll complete your Swap in one working day. Then we'll apply a Swap credit to your bill to go towards paying off the remaining balance of your credit agreement.
Will I get my new device before I send my old device back?
Yes. We'll deliver your new device, along with returns instructions and pre-paid returns packaging.
Once you've set up your new device, send your old one back to us by your deadline date to get the Swap price we’ve given you. You can find this in your Order Confirmation email or My Devices.
Will it cost me to Swap?
If you’re in the last 12 months of your contract:
Once you’ve sent your old device back to us we’ll check it over.
If we confirm that your device:
- Is in good condition – you’ll have nothing more to pay towards your old credit agreement to swap
- Has some damage – you’ll need to make a payment to clear the balance of your old credit agreement to swap.
For more information, see our swap help article.
If you swap before the last 12 months of your contract, then you’ll need to pay off what’s left on your current contract.
Can I Swap more than one device at a time?
If you have several devices eligible to Swap at the same time, you can Swap each one but we'll process these as separate orders.
Can I Swap if I bought my device outright?
Yes. You'll be eligible for Swap24 and you’ll be able to Swap your device from the 24th payment for Sky Mobile services after your device was delivered.
The value of your device
When you want to swap, we’ll ask you some questions about the condition of your old device and we’ll give you an estimate of how much you’ll get for it. The estimated amount is only valid for the billing period (month) it’s given in. If you send your device back later, the value will reduce (see below).
We’ll confirm the amount once you’ve sent your device back to us and we’ve checked its condition.
If the amount isn’t enough to pay all of the outstanding balance on your credit agreement (for example, because your device is damaged), you’ll need to pay the difference via a one-off payment on your next bill, after you complete your swap.
Please note: if you swap your device any time after the 12th month (Swap12), 24th month (Swap24) or 36th month (Swap36) and any device damage will reduce your device’s value and the amount you’ll get for it.
What if I don’t want to swap yet or send my old device back late?
Each month you delay your swap, the value will reduce in line with any repayments you should have made to your credit agreement each month.
Is my device in good condition (or ‘full working order’)?
A device is in good condition if:
- It turns on and off
- Is fully functional
- The screen is working and doesn’t have any damage
- There’s no damage to the casing; and
- There’s no water damage
If after our checks we confirm that your device:
- Is in good condition - you'll have nothing more to pay towards your current credit agreement to swap.
- Has some damage - you’ll need to make a payment to clear the balance of your old credit agreement to swap. However, if you bought your device outright, you’ll have nothing to pay but the amount we give you for your old device will be reduced.
- Please note: If you don’t send your old device back to us after you’ve received your new one, you won’t get a credit for it and your monthly device payments (if applicable) will continue for both devices.
- For more information, see the swap help article.
Why is the value of my device lower than expected?
After completing our checks, if the condition is not what we expected then we'll get in touch via email to let you know what the Swap price (buy-back value) is and let you know about your options.
You can either choose to accept the lower value, pay the remaining balance and complete your Swap, or you can request for your old device to be sent back to you and return your new device.
If you want to dispute or discuss a change in the Swap price, please contact us.
What if my device is worth more than you’re offering me for it?
If you feel that your device is worth more than the value we’ll give you, you can choose not to Swap and sell/trade-in your device elsewhere but you’ll still need to pay off the remaining balance on your credit agreement (you could use the proceeds of that sale/trade-in to do this).
Contract and billing
Will my bill change?
Probably. You can choose any new device you like, so your monthly payments will reflect the price for your new device.
As long as you send your old device back to us by your deadline date and there’s no balance on your old credit agreement to pay, your next bill will only be for your new device and current plan. Your Swap credit will show as an ‘adjustment’ against your credit agreement for your old device.
If the price we pay for your old device isn’t enough to pay all of the outstanding balance on your credit agreement (for example, because your device is damaged), your next bill will be higher as you’ll need to pay the difference via a one-off payment on your next bill, after you complete your Swap.
What happens to my old credit agreement?
You’ll be selling your old device back to us and the money will go towards paying off your credit agreement. As long as there’s no damage and the ‘market value adjustment’ does not apply, the value for your old device will pay off your credit agreement in full so you don’t need to pay anything to Swap.
How do I return my old device?
For more information, see the ‘Swap Returns’ on the Returns, repairs and replacements help guide.
What can I do if I sent my old SIM and memory card back by accident?
Unfortunately any personal data on your old device or tablet when it’s returned will be deleted and any equipment or accessories (such as SIM or memory cards) will be destroyed.
We’ll send you a new SIM with your new device, if you don’t have your old SIM or it doesn’t fit your new device. You’ll need to activate this online.
Buying your new device
Will you perform a credit check?
If you choose to pay for your new device using a credit agreement, we’ll need to complete a new credit check when processing the order for your new device.
What happens if I fail the new credit check?
If we can’t offer the payment terms you’ve asked for you can still complete your Swap and pay for your new device outright or you can choose not to Swap and keep your device.
Can I choose a new device that’s on pre-order?
Yes once you’re able to Swap you can choose any new device you like from Sky Mobile.
If I choose a device that’s on pre-order will the value of my old device change?
We’ll make you aware of the estimated price for your old device, when you need to return your old device to us to get this and the delivery timescales for your new device, when you go to the checkout.
You’ll need to wait for your new device to arrive before you can send your old device back to us.
Depending on the release and delivery dates of the new device, and when you send your old device back to us, the price we’ll pay you for your old device may change. You can see how this works in Manage.
What if my new device requires a different sized SIM?
We’ll send you a new SIM with your new device, just in case it requires a different size. If you need to use this replacement SIM you’ll need to activate it online.
The new SIM will be active within minutes, meaning you can pop it in your new device and you’re ready to go. You won’t need to transfer your number.
How do I cancel my new device?
For more information, see the Cancel Sky Mobile help guide.
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