topic Re: Sky glass order cancelled in Sky Glass

Sky glass order cancelled

Carolx — Sun, 23 Jun 2024 07:53:26 GMT

My contract with sky q was ending so called sky up and ended up going with sky glass . Was meant to be delivered Monday and late last night I got an email to say my order was cancelled . When I called this morning I was told it was because I never signed the credit agreement. I didn't recieve any email to sign anything . Lady told me she was sorry but she can't do anything for two days . Said after that time she can redo the order wondering if anyone else has had this issue ? I just find it unfair I'm having to wait about when it's sky at fault not sending me the agreement in the first place

Re: Sky glass order cancelled

TimmyBGood — Sun, 23 Jun 2024 08:53:16 GMT

@Carolx

There's no way around it: without the credit agreement you haven't purchased the set, so Sky isn't going to ship it to you.

https://www.sky.com/help/articles/sign-credit-agreement-sky-glass

Re: Sky glass order cancelled

Exiled-in-HH — Sun, 23 Jun 2024 10:24:11 GMT

@Carolx so you were not told you would have to sign a loan agreement to complete the order?

You should make a formal complaint to Sky🤔

Re: Sky glass order cancelled

neil+delahay — Sun, 23 Jun 2024 11:08:24 GMT

My email ink took me to my account page. Was difficult to find the contract to sign. Process needs to be a little easier to follow.

Re: Sky glass order cancelled

Carolx — Sun, 23 Jun 2024 12:38:49 GMT

I undertand the credit agreement needs done and signed. My issue is they are now saying i need to wait two days before i can reorder when they didnt send the agreement in the first place to me . Its just a pain

Re: Sky glass order cancelled

Carolx — Sun, 23 Jun 2024 12:42:20 GMT

Sorry but i didnt say i wasnt told . I was told an email would be sent to me with the link and information on how to sign the credit agreement. Which i never recieved at all thats the reason why sky cancelled the order . My issue is they are making me wait to be able to reorder when its been there fault for not sending .

Re: Sky glass order cancelled

Exiled-in-HH — Sun, 23 Jun 2024 17:14:07 GMT

Have checked your junk folder?

You should've expected to receive an email very soon after placing the order .... Sky really should have told you that😟

Re: Sky glass order cancelled

neil+delahay — Sun, 23 Jun 2024 18:48:54 GMT

I received 3 emails on sign up on telephone. 2 mentioned my order and the requirement to sign credit agreement to prevent cancellation but none linked me to the location. I googled and followed a link.

Re: Sky glass order cancelled

Paul+Boland — Sun, 23 Jun 2024 20:32:44 GMT

@Carolx

Did you not receive an email confirming your order.

In that email confirming your order it would have listed what you ordered and also mentioned the following

Important Next Step

You'll need to sign your credit-sale agreement, so you don't miss out on your delivery date. You can find this in the MySky app or by using Sky website and login to My Sky

Note

The info below I'm providing would not been in the email.
I regards to how find the credit agreement

My sky app or when using my sky on sky website when you click on your profile the credit agreement is located in my documents

Did you not login into my sky and check for documents in your Sky account after you received the email confirming your order.

Have you not used My Sky App previously or used Sky website to login to your sky account.

Re: Sky glass order cancelled

kkl199 — Mon, 24 Jun 2024 15:46:04 GMT

The agreement is sent to your sky.com account. When you log in its sat there on the home page.

Re: Sky glass order cancelled

kkl199 — Mon, 24 Jun 2024 15:46:55 GMT

has to be signed 48 hours before delivery

Re: Sky glass order cancelled

Shuggy791 — Mon, 24 Jun 2024 15:58:21 GMT

I had same issue only i signed the credit agreement and had to phone them to find out it had been cancelled

Re: Sky glass order cancelled

Exiled-in-HH — Mon, 24 Jun 2024 19:35:46 GMT

@Shuggy791 wrote:
I had same issue only i signed the credit agreement and had to phone them to find out it had been cancelled

Did you fail the detailed credit check?

Re: Sky glass order cancelled

Shuggy791 — Mon, 24 Jun 2024 20:54:30 GMT

Nope passed the credit check

the broadband etc etc hadn't been cancelled just the sky glass and the tv packages still to this day don't know why

Re: Sky glass order cancelled

MarkGoldsmith — Mon, 24 Jun 2024 21:16:49 GMT

@Shuggy791 wrote:
Nope passed the credit check
the broadband etc etc hadn't been cancelled just the sky glass and the tv packages still to this day don't know why

Unless you were paying for the Glass up front though that would require a full credit check as you are essentially getting a loan from Sky for the cost of the TV. That wouldn't necessary affect the broadband order in any way.

Re: Sky glass order cancelled

Shuggy791 — Mon, 24 Jun 2024 21:27:00 GMT

I have the sky glass in the house now as I had to resubmit the order so yes I did have to go through a full credit check and yes I passed the credit check

Re: Sky glass order cancelled

Exiled-in-HH — Tue, 25 Jun 2024 07:24:12 GMT

Second time lucky ... that doesn't mean the full process was completed the first time ... which is completely different the OP's issue🤔

Re: Sky glass order cancelled

Milsatcom — Sat, 17 Aug 2024 01:29:16 GMT

I've had similar where we were going to be away on holiday so glass would be delivered after. Nothing in documents or contracts for glass but for sky broadband which was changing. Got cancellation emails whilst away. No contract email in junk or inbox or sky app contracts documents or messages.

Re: Sky glass order cancelled

ReeceHemmings — Fri, 05 Sep 2025 23:29:26 GMT

This exact thing has just happened to us. Identical, really upset about it as had no idea I needed to sign anything.

Re: Sky glass order cancelled

Elena33 — Mon, 23 Feb 2026 20:58:20 GMT

Hi. So I ordered sky glass over the phone, passed credit check and they sent the credit agreement but it said to sign by 23rd ( today). I work full time at a school and was going to sort it this evening. As I went to sign it, I get an email to say it's been cancelled. What happens now? I've already paid the £20 up front fee I don't want to pay this again?! Logically it's always until day end when you have the deadline. Can someone shed some light? Thanks