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Discussion topic: Upgrade device and plan issue

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Avatar for Drake1
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This message was authored by: Drake1

Message posted on ‎02 Oct 2026 08:04 PM

Upgrade device and plan issue

im an existing sky customer and iv upgraded my device along with new plan but it seems to have added another plan and device to my profile rather than replacing my old device and plan with the new upgrade one. 

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Avatar for PandJ2020
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Superuser
This message was authored by: PandJ2020

Message posted on ‎02 Oct 2026 08:08 PM - last edited: ‎02 Oct 2026 08:09 PM

Re: Upgrade device and plan issue

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

That's correct.

 

Any new plan you activate will have a new number and be in addition to your existing one.

 

The correct way is to simply move your SIM from old phone to new phone and do not activate any new one.

 

Did you return your old device to Sky as part of a 'swap'?

I am just another Sky customer and my views are my own even if you don't like the answers
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Avatar for caesarome
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This message was authored by: caesarome

Message posted on ‎02 Oct 2026 08:30 PM

Re: Upgrade device and plan issue

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

@Drake1 

If you don't activate the new sim or esim it will be cancelled so you can continue using the one you already have.

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