I’m at a total loss and getting progressively more and more upset over the whole situation I’m in right now.
I got a new phone for Christmas from sky, i have all the order details, and stuff still saved to proof that.
Once received I popped my current SIM card in since i want to keep my number. And it read the sim for the grand total of 2 days then stopped.
We tried everything sky suggested, (since the assumption was the sim broke not the phone) eventually they settle on sending a replacement sim with the same number.
It never turns up.
We contact online support for another replacement sim after a few weeks.
It never shows up.
The third time is lucky and the person on the phone must actually do what is needed to get the replacement sim sent out. At this point the phone has been not reading the sim for over a month.
The new sim doesn’t work either, at a loss we try a few things, one is putting the “broken” sim into my old phone, we discover that it works there perfectly! and my dads current sim doesn’t work in my new phone either.
So now the issue is with the phone not the SIM card at all.
Okay, we figure it probably needs to be repaired. (But giving major side eyes since the phone was clearly dodgy since day one, i never dropped it or did anything that could have made it stop reading sims) We call sky, they agree.
We get told we can send it for repairs which will take awhile or we can take it to an Apple Store for fixing faster, we take it to the Apple Store.
The Apple Store take a look and agree on what likely needs fixing, and intend to do it. However when they’re sorting out things on the computer since it’s still under warranty, the phone is marked by sky as lost/stolen, and therefore he can’t do anything with it.
We are dumbfounded and confused.
we call sky that very day and they insist that it’s not marked as lost/stolen, and say they can send it off for us to be fixed, we decide to go for that since the Apple store didn’t work.
We send the phone off to be fixed, 3 days later we get an email informing us that they cannot fix it because we sent the wrong phone. We evidently did not do this, the phone I got at Christmas was an iPhone 16 pro, that’s the phone we sent.
We call again, and once again insist we need the phone fixing because it’s broken, at this point it’s March, the phone was received in December!
They say we can send it off again, and this time it will definitely be fixed.
You can probably guess what happens next, 3 days after sending the phone off to be repaired, I get the exact same email stating we sent the wrong phone for repair.
I’m at a total loss, and honestly starting to get upset, I don’t know what’s gone wrong here, but considering we’re still paying over 100 a month for the bloody thing that doesn’t work as intended I’m starting to lose my patience.
The sky store we went to today suggested an eSIM but to me that’s basically putting a bandaid on the issue, a core component of the phone IS broken, that needs to be fixed. I don’t want an eSIM, I want my phone fixing, he’s going to talk to people and we go back Sunday to see if there’s any more information from him, but at this point my hopes are at zero, and I’m unsure where to go from here. 😕
The insistence that we’ve sent the wrong phone is really concerning to us, because I can’t understand how there’s any confusion. We ask for the iPhone 16 pro to be fixed, and we send the IPhone 16 pro to them to be fixed! i can’t understand the mix up.
