Sky stopped working whilst in Canada

[63johnw]

Hi @Wobs1  as this is primarily a customer helps customer forum sky don't comment very much on here. Whilst there have been some posts from sky it's not the norm for them to post here. They will be looking at the issue but they are also relying on the networks in Canada to help as it's their network having issues with some sky mobile customers. A lot will depend on how serious those overseas networks are taking this issue. 

[Wobs1]

Well contacting Sky is almost impossible - the level of customer service is appalling and passing the buck is unacceptable 

[Daniel0210]

---

@Wobs1 wrote:

passing the buck is unacceptable 

---

@Wobs1 

Sky (or any other UK provider) are not solely responsible for issues affecting any customers whilst abroad. 

Did my advice on how to get your phone working again now you're back in the UK work? 

[Wobs1]

no it didn't - But sky are responsible for how they deal with their customers, stop making excuses for them

[63johnw]

I don't think anyone is making excuses for sky @Wobs1 , you complained about no response from sky and I was simply pointing out Sky dont usually post on the forum, I also pointed out Sky need the local network to help and are reliant on them. That's not excuses just facts. 

[Sallyfos]

So there is an issue!! Purhaps alert customers so young femail loan travellers are put in a dangerous situation!! 

[JamesG91]

I'm having the same issue. I landed in Toronto on Sunday afternoon and immediately connected to Bell on Roaming Passport which worked fine for 3 days. Then since this afternoon, only SOS available. Connected to public WiFi, tried all the troubleshooting to no avail. Went to an Apple shop and did a full network reset and hard reboot - no change. They sent me to Bell who said that they have no network issues so said to contact Sky. I've tried logging into Sky to find that their website is down for maintenance.

Is Sky broken from top to bottom?

[VGale]

Roaming was working fine but now isn't. No spending cap and I've tried all the online "fixes". Obviously can't call the helpline and chat not working.

[Daniel0210]

@VGale 

I've merged your post into a thread discussing issues customers are having in Canada. See the post currently marked as the answer. 

[chrisbray84]

I landed in Ottawa yesterday and have been unable to connect any partner network at all. It just says SOS and shows no signal. I know this has been an issue before with Sky Mobile in Canada and followed ALL of the advice that's online about the issue but still no luck. Any help appreciated as we're here for ten days.

Contemplating buying an eSIM from a local network so that we can use data out and about but I shouldn't have to do this as I'd like to simply pay for the roaming whilst abroad. I've been to Canada many times before with Sky Mobile and his hasn't been an issue previously?

[Daniel0210]

@chrisbray84 

I've merged your post into a thread discussing issues some customers are having in Canada. See the post currently marked as the answer. 

[Wobs1]

Buy an esim - our phones were dead for 3 weeks, Sky refunded the cost of the esim when we got home

[Sallyfos]

That's really helpful to know thank you, I try and get the same for when my daughters returns as she is out the for 2.5 months and the cost will quite a bit! 

[Sallyfos]

Definately get an eSIM it's worked for my daughter. 

[JamesG91]

So, weirdly, when I went to Niagara Falls earlier today my phone automatically connected to American network AT&T no problem after 40 hours of not being able to connect to Bell in Toronto.

Then as soon as my last 2 days' messages had finished coming in, along with Sky's "welcome to America" text, I immediately got the "welcome to Canada" text and since then, everything on my device has worked fine.

So this is possibly a workaround while Sky sort out the main issue - but I'm sorry to flag that this is unlikely to be helpful to people not near the American border.