Sky stopped working whilst in Canada

[Chris1835]

Sky are either lying or they are incompetent as it is now 2 months since they were alerted to the problem. I cannot understand how it could take this long to resolve if they were really working on it. 

[CarlaEleni]

Good atternoon

we are currently in Canada and our phone is currently only showing as SOS not automatically connecting to a different network. Please can someone help me 

[caesarome]

@CarlaEleni 

This is an ongoing known issue so you post has been moved to the topic at hand where you can see it isn't just you with this issue.

[Jkmoore1]

I am currently in Canada and cannot get the passport roaming to work. I did not get the welcome text and I have followed the trouble shooting steps to no avail. Please can someone help me?

[Clyde54]

I'm just back from Canada and couldn't get it to work at all . Had to buy esim to get mobile data.

[GinaG2]

I am in Canada and since I arrived last night my UK phone will not work. I have exhausted every troubleshooting step possible with no success. I don'teven have WiFi calling so am unable to reach Sky to get help.. Can anyone from SKY help me here!? Frustrated customer!!!! Thanks

[WDB123]

This issue is frustrating. Ended up switching the Sim Application options under Mobile Services. Eventually the cell service came back online!!! 

[Sallyfos]

My daughter needed up getting an eSIM from a Canadian phone shop. Sky claims there is no fault but think there's enough of us to prove there is!

sorry your having a nightmare, 

[AnthonyKyne1]

Yeah - this thread needs to be changed to Unanswered. Because this is a nightmare.

I'm locked out of all my bank accounts due to text 2FA - so can't access any money

I've been on with support all day and they were trying to say it was my phone or sim card. But my wife has the same issue as do most on this thread. I might have to fly back to the UK just to change sim to cancel sky and change sim to another carrier

[Wobs1]

Gey yourself an esim - it worked for us, I'm sure a superuser will be along shortly to tell you everything is in hand. That's what they told me in early June

[AnthonyKyne1]

I got an Esim - unfortunately that only works with Data. I need to actually recieve SMS texts through my number to get codes for my 2FA banking

[AnthonyKyne1]

I have been on a WhatsApp support with Sky today and they've solved the problem.
I think the issue with jumping onto the networks has been solved. So a rigmarole around cleaning out some phone Cache and resetting the sim made it jump on the network.

Good luck to all who are still having trouble - the chatbot support should help

[Wobs1]

Well that's good news for all those still affected - shame it's taken 2 months and the customer service has been appalling 

[Jakewk93]

Hi @AnthonyKyne1,

Please can you provide the step by step instructions you carried out for us to review an action?

[AnthonyKyne1]

This is for Android - pixel 6

1) Reboot phone

2) turn off Esim, if you have one, so only sky sim is present 

3) load up Sim Toolkit

4) click roaming

5) select Sky Settings 

At this point it hit the network and joined Telus