Sky stopped working whilst in Canada

[Mierstal]

Is there any update on this, I also have SOS only in Toronto, tried all the suggestions to no avail?

[Wobs1]

There hasn't been an update since May, so I wouldn't hold your breath. But Sky are working on it apparently so that's OK

Get yourself an esim that's what I did

[T+Wells]

We've landed in Canada and have no roaming data. What do we do?

[Daniel0210]

@T+Wells 

Your post has been moved to this thread discussing connection problems in Canada. Sky are aware some customers are having this issue. Sky have stated it's being investigated. Also see the post currently showing as the answer.

One customer will advise you to get an eSIM but Sky may not reimburse you if you do. 

[Wobs1]

Buy an esim - there is a fix on the way apparently, it's just taking a rather long time, 3 months so far

[Snell2]

How do l get to use phone in Canada as when we arrived in Toronto no welcome 

[Samraj · Accepted solution]

Hi, everyone.

For anyone currently in Canada facing the issues reported in this discussion, I'd recommend trying to follow these steps to see if this resolves the problem for you:

For Android devices:

1. Go to the Sky Menu/SIM Toolkit app (automatically installed when the SIM is inserted).
2. Select Roaming
3. Select Sky Settings

• If the device still shows SOS/No Service, manually select either Bell, SaskTel, or TELUS from the list of available networks (the method and location for this step may differ depending on the device).

For Apple devices:

1. Go to the Settings app.
2. Tap on Mobile Service
3. Tap on SIM Applications
4. Select Roaming
5. Select Sky Settings

• If the device still shows SOS/No Service, manually select either Bell, SaskTel, or TELUS from the list of available networks shown under Mobile Service.

[Wobs1]

Is this not the same answer that was originally posted at the end of May - that doesn't appear to have worked for most people in this thread???

[Simon297]

Hey Sky mobile, I've been in Canada several days now and my roaming has stopped working, no mobile connection anymore and no access to data. I do not have a roaming limit set and things were working fine **bleep**?

[caesarome]

---

@Simon297 wrote:

Hey Sky mobile

---

@Simon297 

You are talking to customers only on here but an update has been posted earlier this afternoon regarding this so your post has been moved to the topic at hand so if you go back up the page you should see it.

[Daniel0210]

@Simon297 

Obviously we don't know how much you've used your device but there is now a fair usage policy. Roaming using Roaming Passport Plus is now limited to 25GB per billing period then it's £2.50per GB. Sky can apparently suspend your service if there is excessive use.

From Skys own website...

When you roam using our Roaming Passport Plus, we consider that up to 25GB per billing period is a reasonable amount of data to use. If you exceed this amount, we'll assume that you're no longer using data in the way expected of a reasonable customer for periodic travel.

https://www.sky.com/help/articles/sky-mobile-fair-usage-policy.

[Simon297]

Thanks but this is not applicable. I have not excessively used data whilst in Canada and nowhere near 25GB, and besides if I was then I'd be charged per GB then used over the cap. 

For me the service has just simply stopped working. Been here a few days and everything working fine and both my wife and I now cannot connect to a mobile network so no calls, text or data full stop grrrrr, can't even call sky in the UK cos I've got not connection!!! 

[Wobs1]

Get yourself an esim - this has been going on for months, Claim the cost back off Sky on your return - be persistent, then leave for a different network at the first opportunity. There is zero evidence that Sky are taking this problem seriously.

[Simon297]

Thanks Wobs1, I've got an esim downloaded now via hotel website WiFi so at least I've got data for Google maps navigation now. I'll harass sky with a vengeance when I get home 👍

[Simon297]

The attempted Sky employee reply to go into settings and select alternative local provider does not work