Someone has ordered a new phone on my account

[RachelHaynes]

Hi,

I had am email from Sky last night to say thanks for my order, but I haven't ordered anything. When I checked my MySky account, it says I have ordered an Iphone 16 Pro and new SIM and the order is in progress. 
I am not sure what to do, or what has happened? 
RH

[caesarome · Accepted solution]

@RachelHaynes 

You will need to contact Sky as soon as possoble about this.

https://www.sky.com/help/articles/account-takeover

If you receive an unexpected parcel from Sky get in touch with our customer services team immediately. We can give advice on what to do. Don’t send the parcel anywhere except our returns address.

We’ll give you pre-paid returns packaging to send the parcel back to us.

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[twilight+princess]

Had you received any call claiming to be from Sky beforehand? If not then have you given your sign in details to any other third party? 
Someone has accessed your account & placed the order so you'll need to contact Sky to cancel it, if you've already received the phone then you'll be asked to return the phone. If you've already received receive a call asking you to post it to a different address or give it to a courier then this is the scammer calling - don't follow their instructions.