i have order a new 16 pro i have received without item inside

[Vineeth7075]

Dear Sky Customer Service,

I hope this message finds you well.

I am writing to express my concern and frustration regarding a recent order I placed with Sky. I ordered a 16 Pro mobile  [tracking ID (XXXXX65)], and upon receiving the package, I found that the item was missing. The box arrived sealed, but there was no mobile device inside.

This is incredibly disappointing, as I was expecting the delivery of my new phone. I kindly request that this matter be investigated urgently, and I am asking for a resolution at the earliest convenience.

I would appreciate it if you could provide the following:

1. Confirmation of the missing item from your side.
2. Information on how the situation will be addressed.
3. A prompt delivery of the 16 Pro mobile or a full refund.

Please let me know how we can move forward to resolve this issue. I look forward to your swift response and action on this matter.

Thank you for your attention to this urgent issue.

[63johnw · Accepted solution]

Hi @Vineeth7075  you aren't talking to sky CS here so you will need to call them to get this investigated. Call on 150 from a sky sim or use the link below and scroll to need more help at the bottom to find a number to use from any other network. 

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

[Jane142]

Hi ....could you please tell me if you have managed to get any help from SKY?

We are based in Shropshire. I ordered two new Iphone 16's last night from SKY for myself and my husband. 

My husband accepted delivery of the boxes from DPD this afternoon.

When we opened both boxes (untampered) we discovered one box has an iphone included and other did not. 

This seems like common theme reading this forum. 

Any help would be very appreciated as we are very anxious about the situation. 

[Daniel0210]

@Jane142 

As advised to the OP you need to call Sky and report this asap so that they can start an investigation in conjunction with DPD. 

[Vineeth7075]

I have complaint on the same day but still they are investigating. It's nearly 18 days but there is no update from their side still I am waiting

[Jane142]

We reported the issue to SKY immediately. However as it was NYE, we were told we would not hear for 48hrs.

Today I have recieved a text message to say I will get a call from SKY between 5-6pm. 

We also reported to issue to the police and have a crime number.

SKY don't seem to be treating our case as urgent which is very disappointing.

Clearly this is fraudulent activity and from what I have read online, we are certainly not the first and only victims.

[L-walk]

This happened to myself, and i am still waiting on sky to contact me. I received a empty box on the 3rd of December and have tried to contact numerous times, sent all pictures evidence etc. Everytime I call im told to sit tight and wait on a call.  I tried messaging via the what's app option and got a response saying that they had completed the investigation and that I was liable for the phone. I called again and was told they were still investigating and to continue to wait. It's been over a month and im still no further forward. Feeling very very anxious between the what's app response and reading these forums, this seems to be happening a lot. 

[Al501]

I had exactly the same thing happen to me - I ordered an iPhone 16 around 5th Dec but I received a battery charger instead. It seemed like it was swapped out at the packaging/logistics point. Sky have only just got back to me today (a month later) to say that DPD didn't find anything wrong (funny that) and as I had 'received' the item I would be required to pay every week until the contract expired. They had the audacity to ask if I was happy with this outcome! I've asked for it to be escalated and, if I don't get an answer I shall take it to the Ombudsman. Seems Sky have a problem with internal theft and are trying to pass off their losses onto the customer 

[djmills21]

Interesting to hear I am not the only one, I ordered an iPhone 16 Pro Max and received an unsealed iPhone 15 Pro Max box with a phone in there that doesn't feel genuine or new.

Same issue of just being told that are "Investigating" and yet hear nothing back.

[L-walk]

It is clear from these messages that there is a huge theft problem either internally with sky or within DPDs processing and neither are looking to take responsibility. 
Thr customer service from sky has been extremely disappointing this is a lot of moneys worth that people are being left liable for and sky can't even call or communicate with their customers to reassure or even resolve the issue.

I am still no further forward and still waiting on a callback. Have you had any update progress? 

[Jane142]

Sky have not communicated with us. 

I believe I am being removed from this communication as I now cannot login via my phone. 

This is an absolute scam. 

[Jane142]

I am unable now to login to this community chat via my normal method, so I assume SKY are trying to block my messages and responses. 

There is a huge issue here and SKY are not communicating with us at all. 

We are still in contact with the police, but will now take it to the Ombudsman and no doubt it will eventually go to court. 

(removed)

Moderator note: Removed campaigning.

[Jane142]

No response at all from sky. Please see my comments. 

[Daniel0210]

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@Jane142 wrote:

No response at all from sky. Please see my comments. 

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@Jane142 

In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

[Al501]

My responses seem to keep being blocked & deleted re: this scam!