Sky Mobile complaint – mis-selling & contract issues – what compensation is fair?

RobsterRulz

Hi all, looking for some advice on what would be considered fair compensation for my situation.

I’ve recently had a pretty poor experience with Sky Mobile involving multiple issues across several calls:

I called on 26 Feb to discuss my SIM-only deal (£13 for 8GB) after seeing a new customer offer (£7 for 10GB).

I was offered £9.10 (30% discount), which I explicitly declined.

Despite this, I later received confirmation that I had been signed up to the £9.10 contract anyway without my consent.

I called back the next day (27 Feb):

Raised a complaint

Spoke to an agent about a Samsung S26 Ultra deal.

I was told it would be £40/month for 3 years, plus a free 10GB SIM for 24 months.
I repeated this multiple times to confirm.

After the call:

My account showed £40 for 2 years, then £45 in year 3 (not what I agreed).

The free 10GB SIM wasn’t on the system at all and later another agent said it couldn’t be offered.

I called again the same day:

Agent confirmed the deal was different to what I’d been told.

Also said the 10GB SIM would actually be £5/month, not free.

The agent was also quite unprofessional during the call.

At this point I lost trust completely and:

Cancelled everything

Left Sky Mobile and moved to another provider

Since then:

Sky initially offered £25, then increased to £100 (as mobike account credit, which is useless as I’ve left)

They’ve now asked what compensation I expect

Other points:

I’ve submitted a Subject Access Request for all 3 calls

There’s been confusion with multiple complaint reference numbers and unclear updates

Overall handling has felt disorganised and incomplete

Main question:

Given:

Being signed up to a contract I declined
Incorrect/misleading sales info on a second deal

A “free” product that never existed on the system

Multiple calls to fix their mistakes

Poor complaint handling

Me leaving as a result

What would you consider fair compensation in this situation?

Should I take it to the regulator, seek legal advice or media attention?

Is £200 reasonable, too low, or too high to put this saga to an end?

Ayr_Rage

If you aren't out of pocket I'd say the £25 is about right if it is paid directly to you.

Woodstok2000

What has this actually cost you? Your loss seems minimal (time maybe), so I'd agree with the above. I would have taken the £25, but you could maybe push for the £100 to be in cash and see what they say.

MattMattMattUK

Legally nothing, so take the £25.

flaneurs_lobster

Sky mobile couldn't sort out the finances on a £7/month SIM deal, so poor that you raised a formal complaint.

You were so impressed with their performance that you thought they'd be ideal to finance a HP deal on a £1500 phone?

And they buggered that up too?

Take the £25.

RobsterRulz

Thanks @Ayr_Rage, @Woodstok2000 and @MattMattMattUK

What I've read online is Sky usually compensate:
Distress and inconvenience
Time/effort spent resolving errors
Service failures or mis-selling
Loss of trust leading to cancellation

Given the High-impact issues like:
Contract applied without consent (this is the strongest point)
Incorrect contract terms vs what was agreed
False / non-existent offer (10GB SIM never existed on system)

Feel like the owe me something substantial.

I'll try for the £100 in cash.

@flaneurs_lobster not helpful in terms of advice. I tried to use the leverage from the compaint and hoped that would get me a really good deal on a new phone which it did. Didn't then expect them to mess that up too!

flaneurs_lobster

Not sure where you are reading that comprehensive list of all the things that Sky Mobile are going to compensate you for. Sounds highly fanciful.

You are not financially out of pocket.

They want to give you £25 to go away.

I'd take the money.

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81936709#Comment_81936709

When you say 'high impact issues', what was the actual impact on you?

d123

https://forums.moneysavingexpert.com/discussion/comment/81936709#Comment_81936709

Sounds like you’ve been asking AI for info there…