Upgraded/Swapped mobile, received new phone, no return label and extra phone on my account! Help!

[acc1975]

I've just done an upgrade/swap through the MySky app, it confirmed how much extra I would have to pay the difference between my old phone and my contract amount left and I was happy with that, so went ahead and ordered. The new phone arrived all fine, it mentioned a return label in the box but there wasn't one, I've had that before. However, what I have seen before is an email from Sky saying 'it's been x many days and we've not got your swap phone back yet, please send it back now', and having just looked on my account I have both phones, and it still says I am able to upgrade my 'old' phone. It's like it's ignored the fact I clicked the Upgrade/Swap button and set up an extra mobile, but I don't want to be having to pay for both phones, when the old one is supposed to be going back. Any idea how I can sort this out please? 

Thanks in advance clever people!

[63johnw]

Hi @acc1975  i think you will need to call sky on 150 to discuss this as it may be you have ordered a new phone rather than do a swap. 

[caesarome]

You will need to call Sky on 150 about this so they can check the status of this swap and so they can get a return label sent out to you as well. If you have a printer they might be able to email it to you.