topic Re: Account cancelled after purchasing Glass in Sky Glass

Account cancelled after purchasing Glass

Martyn174 — Tue, 18 Mar 2025 21:50:17 GMT

I signed up for Sky Glass this afternoon with delivery set for 21st March. I received emails about an hour ago about everything on my account being cancelled.

The delivery of Glass has been cancelled and when I go onto the MySky app, it tells me 'We are sorry to see you go' and everything is ending today, 18th March. Disney+, the lot.

Anyone had this before?

Thanks

Martyn.

Re: Account cancelled after purchasing Glass

GD1 — Tue, 18 Mar 2025 22:05:54 GMT

@Martyn174 You'll need to call, Sky to sort it out as it sound l ike maybe you failed the enhanced credit check but if you had Sky+ or Sky Q that was cancelled when you ordered Glass.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: Account cancelled after purchasing Glass

Martyn174 — Tue, 18 Mar 2025 22:33:14 GMT

Thanks, @GD1.

I don't remember anything about an enhanced credit check when I was on the phone. They performed a credit check on me before processing the order, which passed so they could carry on with the order.

I am coming from SkyQ, but they told me that once I have recieved Glass and activated it, Q will be deactivated, not before.

When I phone 150, it tells me most of the departments are closed and I can carry on with automated answers, so looks like a tomorrow job at the moment.

Thanks for your help

Martyn.

Re: Account cancelled after purchasing Glass

Mark5341 — Wed, 19 Mar 2025 08:41:48 GMT

I've had the same problem. I've gone through the process twice now, spent hours on the phone only for it to be cancelled agsin for the second time.

I called last time and was told it was cancelled because I hadn't signed the credit check that was emailed to me (no one told me to expect it) so I went through the whole process again with a lovely lady, signed the credit check whilst on the phone only to receive an email last night to say everything has been cancelled!
Do I ring a 3rd time or just forget it - losing the Will to live now!

Re: Account cancelled after purchasing Glass

Martyn174 — Wed, 19 Mar 2025 18:43:12 GMT

I had an email confirmation of my order and in it, it said to sign the credit agreement in a timely manner or the order will be delayed, but it never said how to sign it.

I am now waiting on a phone call from their 'back room', as they call it, to start the order again.

The person this time, sent the link for the credit agreement, via text message, so I have the page now.

I too am considering to just stick with what I have got if the next one fails. We shall see what happens