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Discussion topic: Trying to do a swap; it won't let me pick a new device

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This message was authored by: Beccareyna

Message posted on ‎31 Aug 2025 06:31 PM

Trying to do a swap; it won't let me pick a new device

Hi, 

 

I've started a swap to return my (broken) device. I went through all the questions provided and now it just says "wait for your new device to arrive and then send your old one back". It has never given me a chance to pick a new device. Does anyone have any advice or ideas about what to do next?

 

All the best, 

 

Rebecca.

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This message was authored by: caesarome

Message posted on ‎31 Aug 2025 07:21 PM

Re: Trying to do a swap; it won't let me pick a new device

Posted by a Superuser, not a Sky employee. Find out more

@Beccareyna 

You will either need to call Sky on 150 so they can cancel this for you, or just order a new separately yourself. If the device you are returning is faulty that could impact the final valuation for it meaning you will have to pay off anything that is still owed against it on a future bill.

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