Urgent Complaint- Cancelled SKY Mobile SIM order

[Ra_123]

I talked to one of the Sky customer advisers (I think called Dominque, from a call Centre) on 27th August 2025 (between 11:30am and 2:30 pm) regarding an issue about the payment on my sky TV and broadband account. He got very rude with me, and I had to say to him that I will report and make a complaint against you. [Removed]

Since then, in my account on 27th August 2025 after 2:30 pm (UK time) I started receiving strange suspicious emails about Sky services cancelled, account ownership transition etc. Then later when I tried to place the order for 2 Sky sim cards (in multiple attempts), they got cancelled and a message from Sky asked me to get my credit score and fraud marker checked. 

I got my credit score checked twice, in October’25- 999 and in December’25 got better-1046. 

I got my fraud marker assessed by CIFAS. According to CIFAS in my data subject access request (DSAR) NO fraud marker has been identified under my name. According to the response from CIFAS- Sky UK Ltd performed multiple fraud-prevention searches on my details between 28 Sep 2025 and 09 Nov 2025. There are NO fraud markers, warnings, or negative CIFAS records against me. 

Since August’2025 (to present day) I have been in regular touch with Sky customer services, making 100s of calls giving hours and hours of my time. Asking the SKY team to help but everyone has given superficial help, just pretending that they are trying their best. No one has really taken the responsibility to resolve the issue by seriously going deep into the problem and investigating within Sky Mobile and IT departments.  

The problem with Sky customer services is that you can’t talk to the same advisor if you call again, so you need to narrate the whole issue again. If you request them to call back they would call once, and then never again (even if the issue is not resolved). 

This whole process (with no positive outcome so far) and the irresponsible SKY customer service has caused a lot of stress, inconvenience, and delay. As a result, I was unable to access the mobile service as planned. I would appreciate it if you could review and resolve this issue and consider offering compensation, such as a bill credit or another suitable resolution, for the inconvenience and stress caused. I would have saved approx. £80.00- 100.00, if I had received those Sim cards on time in September’25.  

After contacting Credit agenciy and CIFAS, I believe the error is in my account is through he SKY sysytem and SKY need to fix it ASAP.

A very unhappy and disappointed customer

Moderator notes: Removed unfounded allegations 

[caesarome · Accepted solution]

@Ra_123 

As this is a customer helps customer forum this isn't the way to go about putting a complaint in as filling in the form here is the way to do it:

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

[GD1]

@Ra_123  You can't raise a complaint in a public community, no one from Sky will be able to deal with it as no one will know who you are, the correct routes are detailed here https://www.sky.com/help/articles/how-to-make-a-complaint

[Daniel0210]

@Ra_123 

You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Any complaint needs to be made through the correct channels.

https://www.sky.com/help/articles/how-to-make-a-complaint? 

[PyG]

Hi, You are not alone i have exactly the same issue and cannot resolve it,i feel your pain.sky say nothing to do with them its the fraud and credit agency or me at fault.what aload of bull.its everything to do with sky.iv been with them for 33+ years never missed apayment spent thousands with them over the years.they dont want to know.passing the buck britain at its worst................................i despair they are not replying to my emails now have to stop there ............................................