topic Dumbfounded in Sky Glass

Dumbfounded

Multi1257 — Fri, 02 Jan 2026 20:50:28 GMT

New account set up as moving to new house and set up originally for whole house, all good, until....Wanted to upgrade with another Glass TV & puck & paying upfront. Order accepted through My Sky, then cancelled within 1 minute!! Same happened again with phone order, despite asking for reason why 1st was cancelled, none given but same end result!! Assured on next call all was good as stayed on phone to ensure no cancellation email followed. It did, only this time about 10 mins after order placed. I am now technically £3,000 down, with eventual explanation being that a "secondary" credit check was causing the cancellations.

I have an excellent credit rating, checked on a regular basis through my Experian App, any sensible answer would be appreciated, thank you.

Re: Dumbfounded

Fothergill1 — Fri, 02 Jan 2026 21:24:34 GMT

Hi @Multi1257 sorry to hear about problems, it must be very frustrating.

Unfortunately no one on this forum can give you any answers as this is a user forum.

My only suggestion would be to make a formal complaint at this LINK (note you will need to sign into your mysky account). I made one in the past and they were very good at contacting me to discuss and get to the bottom of my issue.

Re: Dumbfounded

TimmyBGood — Fri, 02 Jan 2026 21:32:35 GMT

@Multi1257 wrote:

New account set up as moving to new house

Personally I'd suspect the change of address might well be a factor: a simple data mismatch can cause a credit lookup to fall at the first hurdle before the rating is even visible.

Re: Dumbfounded

Multi1257 — Sat, 03 Jan 2026 09:03:21 GMT

Thanks for the input, my post was more to see if anyone had experienced this scenario before.

I have already made the complaint as I am at a total loss as to why this even needs to be an issue, given that they have already cleared me for my first purchase/package and I am not asking for credit to make the new purchase!!

Re: Dumbfounded

Fothergill1 — Sat, 03 Jan 2026 11:09:40 GMT

Hi @Multi1257 When I got Glass in July 2022 I phoned to make the order and was informed that as I live in the Channel Islands Sky were not able to carry out the necessary credit checks so I would have to purchase the Glass TV outright. If you are intending to pay for your TV in full it does make you wonder why this is an issue.

Good luck 🤞

Re: Dumbfounded

Nigel19076 — Thu, 08 Jan 2026 21:24:19 GMT

I had a similar problem, the Indian Gentleman had inputted my details incorrectly, leading to a negative credit check, like yourself i have an excellent credit score. It must be 100% correct, spelling and all.