Sky stopped working whilst in Canada

[Zaria]

I have the same issue. When i arrived in canada my data worked perfectly fine and then the next day it stopped working and says "SOS". i have tried all of the troubleshooting options and none of them seem to work. 

[Daniel0210]

@Zaria 

Does that include the troubleshooting mentioned in the post marked as the answer?

[Sallyfos]

Yes tried everything two "technical experts" have said to do! She gave up and luckily found a phone shop that sorted an eSIM out. Unimpressed that sky not told anyone especially when

1 asked prior to her going

2 with so many kids going to work at summer camp!

Now paying for two phones! 

[Zaria]

Yes i have tried all of the troublshooting steps and non of them work

[ElleShelle]

Hi, 

I am also in Canada, and have been on SOS since the 13 June, I have tried all steps in post 15 about 5 times and it hasn't worked. 

I am unable to call the number as have not network connection and wondered if anyone had any luck with the virtual assistant which doesn't understand the issue as much as I try to explain and promises to connect me to a human but then doesn't and closes the chat. 

[Wobs1]

Bot is a complete waste of time, I'll be changing provider on return to the UK

[Samraj]

Hi, everyone.

Once again, thank you for your continued patience and apologies for the inconvenience this may have caused you.

In order for the team to continue with their investigation, it'd be incredibly useful if those of you continuing to experience this issue could answer the following:

What date and time did the issue first start?

Where in Canada are you experiencing this issue?

What exactly is the problem you’re experiencing?

Have you followed any troubleshooting guides on Sky Help?

Thanks.

[ElleShelle]

Hi,

experienced the issue first on 13th June, I was driving between Tofino and Campbell River on Vancouver island, but now am in Vancouver and it's still the same.

it says SOS only, I have no network connections, I have tried the troubleshooting multiple times, all steps.

[Wobs1]

2 phones - since the 11th, Canmore, Banff, Lake Louise & Revelstoke. The esim I've had to purchase connects without any problem so clearly a sky problem - no doubt Sky will be refunding everyone for the cost of esima and advising people to purchase until they get this shambles sorted out. This has been going for at least a fortnight 

[Chris1835]

To be honest,  I think if you read through all these posts it should be clear what the problem is! Many of us Sky users are experiencing huge difficulties connecting to a network in large areas of BC and Alberta. All we get is SOS or, if lucky, a spasmodic connection which is there briefly and then gone!! 

[Zaria]

This has been the biggest ish show. My 17 yr old daughter arrived in Canada 2 days and her sim stopped working after 18 hours. I am in the uk and was a call for 1hr 48 mins with sky with 14 different advisers and their answer was get an eSIM from Canada because we can't fix it. It's absolutely disgusting. I also was unable to get any adviser from the UK nor would they put me through to a supervisor. I have since terminated my contract with sky and will do the same with my daughters account when she get back from her trip. It's disgraceful. 

[Daniel0210]

@Zaria 

If your daughter has her own Sky Mobile account only she can cancel it not you.

All calls go to the next available agent wherever they may be based so you can't guarantee they'll be in the UK. 

[Skyranger]

Hi,

No they did not resolve my issues, other Sky users in Canada where having similar problems. I was contacted by several users directly asking for assistance. I don't believe the solution you provided will resolve the issues for other users. Regards Karl

[Sallyfos]

As soon as she landed on 14th June at Toronto 

as stated before just sos on phone

followed all the steps give by technical advisers several times! 
Thank god she managed to get WiFi at the hotel but couldn't get an uber as no signal!

[ElleShelle]

Hi, I have now flown to Montreal and have the same problem, can you please advise when this is going to be fixed, having to rebook a cancelled flight with no network service was extremely difficult, and if this problem isn't going to be fixed and you advise of getting an eSIM, I want to know that sky is going to reimburse the cost of this? Thanks