Sky stopped working whilst in Canada

[Skyranger]

Hi Chris,

I gave up on Sky after trying all the help options on Sky mobile and community pages on my and my wifes phone (also with Sky). I bought an ESIM from Saily which was a download and then purchased credit of 3GB data for $12.99 US. Which worked after some initial issues caused by poor signal. When we moved to Whistler in the RV it all worked fine. The support was really good via a free chat option whilst on campsite WIFI they really went out of their way to sort me out, but the issue was just poor coverage in the area when I first tried to use the ESIM. The Sky Sim is disabled so won't be using that until I get back to the UK. No support from Sky whilst abroad, no chat option, no email support and not cost effective to ring them. I will be looking elsewhere when I get back to UK. But I recommend Saily as a good work around. Food Luck

[Chris1835]

Thanks so much. I really appreciate you taking the time to respond. I will definitely look into the eSIM that you suggest. Fortunately this morning we managed to get a network signal on my wife's phone to call home. My phone still insists SOS only! It's all a mystery to me as we travel to Canada frequently and have been with Sky a long time and this has never happened before! Thanks again! 

[Skyranger]

Hi Chris, Yes no problem, hope yours starts working soon as well 

Cheers

Karl 

[Jakewk93]

Hi, I've been experiencing the same issue here in Vancouver, BC. I arrived on the 12th April and the signal has been fine up until the start of May (3rd). As you've already mentioned, I've tried contacting Sky to no success. I have a Fido number now but I would still like to resolve the issue to keep using my U.K. number in future having relocated here for the next 2 years. I'll continue to monitor this forum to see if there are any further updates you receive. I'm still getting no signal and SOS in Vancouver (4th June).

[Jakewk93]

Hi, I've relocated from the U.K. to Vancouver on the 12th April.  Since the 1st May my Sky mobile network has been showing as SOS (Apple iPhone 16 Pro Device) despite being in central Vancouver where it's at it's strongest signal level.

It has been like this for over a month now. As I'm a temporary resident for 2 years, I have a fido local contracted SIM which is working perfectly. As I'm intending to keep my U.K. number, please can you provide me and others impacted with an update on what's going on with the network as they all appear to experiencing the same issue when travelling around Canada?

I'm unable to make any U.K. calls, receieve texts and use data, therefore cannot contact customer service without being charged a fortune on my fido sim. I have tried all suggested tips e.g. update network settings, restart iPhone, insert / re-insert sim card, connecting to an alternative network with no success.

[Daniel0210]

@Jakewk93 

I don't know if it still applies but being out of the UK for an extended period affected useage as the phone needed a periodic hook up in the UK. If that's still the case the issue some customers are having in Canada may not be connected. 

[Gareth115]

I've been in Canada since 27th May 2025 and had SOS the whole time. I eventually got signal on a whale watching trip but I think that was because we travelled close to the US border. Signal lasted about 24 hrs then I've had nothing since. It's been really frustrating as I've need it to get around as we're doing a road trip from Vancouver to Calgary. I've not been able to call Sky as I've had nothing since signal and WiFi calling isn't working either. I've tried all the steps on the online help. Nothing working. Very poor. 

[Daniel0210]

---

@Gareth115 wrote:

and WiFi calling isn't working either. 

---

@Gareth115 

Wi-Fi calling is only available in the UK. If you try using it abroad, your phone will use the normal mobile signal and roaming charges will then apply. 

[Jakewk93]

Thanks for the response @Daniel0210 and providing the following information.

It would be great if a Sky empoylee could actually acknowledge this dicussion and provide us all with an offical update on what is happening. Paying for a service which can't be used is far from ideal.   

[Skyranger]

Yes I have had the same issues, I arrived on 26th May and it worked for a couple of days then just stopped (my wife also on Sky has the same issues). I bought an ESIM off Saily after trying all steps on Sky help and community help, inculding adding new APN's nothing worked and it has not worked since. I am going back to UK on the 9th so I will raise it with Sky when I get back. The support is non existant when abroad. I will be looking at other solutions when I get back. If you need a work around until Sky sort it out I would recommned Saily the support is great in compariosn to Sky.  Hope you get sorted soon ?

[Samraj]

Hey, everyone 👋🏽

I raised the issues you've been experiencing with the relevant team and they have advised that users should follow these troubleshooting steps:

If you have an Apple device:

https://www.sky.com/help/articles/sky-mobile-roaming-problems-no-signal-apple

If you have an Android device:

https://www.sky.com/help/articles/sky-mobile-roaming-problems-no-signal-android

It'd be great if you confirmed whether you’ve followed these troubleshooting steps and let me know if they resolved the issues you were experiencing.

For now, I'll mark this reply as the answer until we've gathered your feedback.

Thanks 👍🏽

[Skyranger]

Hi,

I tried all of these steps whilst in Canada and none of them worked on mine and my wife's phone who is also on Sky. I have returned to the UK today and I am currently travelling back home. But I will be in contact with Sky to discuss the issues experienced by myself and other users whilst in Canada. Very poor service from sky sending out help pages that did not work and whilst in Canada no way to get any support from them !!!

[Skyranger]

This has been marked as answered by Sky it is NOT I repeat NOT resolved by the the answer provided. My solution was to buy a Saily ESIM as a work around as Sky failed to resolve it for me and other users experiencing problems in Canada.

[Daniel0210]

---

@Skyranger wrote:

This has been marked as answered by Sky it is NOT I repeat NOT resolved by the the answer provided.

---

@Skyranger 

That post has been currently marked as the answer so that newcomers to the thread can immediately see that Sky are investigating and are providing help to resolve it. It's very likely to change in due course. 

[Jakewk93]

@Skyranger - I'd be grateful if you could provide any update  you receive from Sky once you're back in the U.K on this thread as I'm unable to contact them. Thanks again!