Switching sim from O2

[NiccyMacca]

We went to the Sky store on Saturday, they were unable to do anything as it's all back office and technical. Was advised the best thing to do is put in an official complaint!

Yes Think best course of action is contacting financial ombudsman and citizen advice seeing and no support from the Sky customer service support team.

[davel47741]

I too am trying to transfer my account and number from O2.  I have a PAC AND the new SIM card - but the Sky mobile website will not let me use them! It insists on linking my mobile account to my Sky ID (which I have created as per instructions).

BUT I have to first verify my account and have the option to select a) Billing Details or b) Credit Card details to continue. I am a new Sky customer. there are no billing details or credit card details that exist!

This is the most shambolic experience I have ever experienced from any telecom or TV website - it is impossible to complete the process! Has anyone else had this particular issue?

[NiccyMacca]

Not experienced that however on my Sky app it will not let my husband or I get past the 'enter post code' page!!!! So frustrating!!! 

[Amyg84]

Hi all,

there is another thread with many more people having the same issues including myself. 
it seems to be some kind of issue when porting your number from your old provider to sky. I went from o2 to sky and as soon as my number had transferred everything by stopped working.

i have also rang numerous times from husbands/kids phones to get the same responses. Promised call backs and not had any.

im 2 weeks in now with no working phone and like you, my children can't contact me, work, school, appointments im missing, it's just not on.

im still in my cooling off period so I think I've decided to send the whole thing back and go somewhere else. Its stressing me out too much 

[NickJG]

Not good and doesnt bode well - Ivae just moved and no-one can SMS or call me!!!

[Amyg84]

@NickJG 

have you just moved  from another provider to sky? And did you port your number? 

[NickJG]

Yes I did - did my daughters also and hers working fine. I need this for work so very annoying.  Have follwoed the help guides and persevered with treying multiple times but after 4 hours I have given upo and will wait to speak to an agen tomorrow. Not the experiemce I was hoping for. thank-you

[NickJG]

@Amyg84

[Amyg84]

@NickJG 

It is very frustrating isn't it. 
I've reached the final straw tbh. I also need my phone for work and have lost salary because of this and to top it off my son missed his bus today and couldn't get in touch with me.

im ringing up tomorrow to cancel and return and going somewhere else. I'm still in the cooling off period. 

[NiccyMacca]

So everyone.... there seems to be a lot of people in the same boat as us!!! 

What are next steps? who can this be escalated to who will actually help and respond in achieving a resolution?!

Why is nobody in Sky acting on this?!?!

Absolute sheer frustration and they are clearly going to be losing a lot of business including their reputational damage! I certainly won't be recommending.

[JessicaLi93]

Has anyone managed to cancel the contract and move to another server with the original

number? And it's worked? 
I don't want to lose my number, but need a working phone asap. 

[JessicaLi93]

Just an update - I have managed to get a pac code via the app. I have made an order with EE and used the pac code. Just awaiting for phone to arrive then sending the sky one back. 

I would recommend everyone else to do the same. It's been and issue for over 3 weeks, I haven't been able to make contact with family or friends. It's impossible to actually speak with anyone for help. 

would not recommend sky to anyone.. good luck to everyone sticking with them 🤞 

[PS21]

@JessicaLi93 Trust me, it isn't just related to iPhones.  I have kept my own Samsung but transferred from 02 and ported my number. As much as the activation and porting went through (or so they said via text message), I had no data nor airtime and was without for over 2 weeks. Ended up leaving and requesting a refund for money already paid for 2 months.

[JessicaLi93]

This just shows they lie constantly.. I was told by an "expert advisor" that this was an issue with iPhones only when porting the number across. 
Glad you got out !! 

[PS21]

@JessicaLi93  Me too!  I was passed from pillar to post, online chats (using home wifi!) to both technical advisors ("have you tried turning it off and back on?", "leave it 24-48 hours", "24 hours", 3-5 days").....well, you know the drivel they come out with. I was even told I should phone their customer service number -  how exactly???! Promised call backs - bit difficult when I could not send nor receive calls. I tried every online social platform too, not a single return of message/email. New provider could not believe I have been without usage for so long. Ah well, not to worry. Sky are going to lose so much trade. Hope you manage to get up and running at some point!