I'm looking for advice as I'm at a loss as to what to do.
I took out a Sky Mobile device agreement for a Samsung Galaxy Z Fold7, which was delivered on 29 May 2026. On 8 July 2026, after only around 40 days, the phone developed a screen flickering fault.
When I first reported the issue, I was told Sky would send a replacement handset first, giving me time to transfer my data before returning the faulty phone.
Since then, I've received completely conflicting information:
I was later told this was incorrect and that I must return the phone before a replacement would be sent.
I spoke to the Resolution Team, who told me a replacement had been booked and that the Mobile Phone Case Department would contact me.
Technical Support then told me nothing had been booked and there was nothing on the system.
I was promised a callback the following day, but no one called.
I have since been told there is no replacement stock of the Z Fold7 and that if I return my phone, I could be without it for up to 28 days.
The phone is the account holder's only phone, and they have a learning disability, so being without a phone for potentially four weeks would have a significant impact.
I've now raised a formal complaint, but that's being dealt with separately and I'm waiting for a response.
I'm not just frustrated about the replacement process—I'm frustrated because I've been given different information by different departments, spent hours on the phone, and still don't know what is actually happening.
Has anyone experienced anything similar, or can anyone advise what Sky's process should be when a replacement device is out of stock?
