topic Re: Sky Glass Gen2 Order Cancelled by Sky multiple times in Sky Glass

Sky Glass Gen2 Order Cancelled by Sky multiple times

Philclem — Fri, 03 Apr 2026 13:02:56 GMT

Hi All,

Been a while since posting as well everything has been fine with my Sky Glass experience until now.

This is quite a lengthy one so apologies.

I have been a loyal customer of Sky for over 17 years. In that time I have used Sky, Sky Q and in 2021 upgraded to Sky Glass. This was not without it’s problems but I stuck with it. When the Glass Gen 2 was launched, this did spark my interest with a brighter screen and even better sound output along with the option of greater connectivity.

In February, I decided to upgrade to the new iteration. The Sky app would not allow me to do this however, so I ended up contacting Sky by phone. The call handler looked into my account and found that there was an undelivered Sky Glass from 2022 showing on my account. I explained that I had a replacement set delivered in 2022 due to a fault with the original unit.

The handler said she would look to delete this comment/entry and correct it. This, she thought was the reason for my not being able to order online. She promised to ring me back the next day and hopefully process my order. This she did on the 19th February, took my order for delivery the next day (after my paying the £20 upfront and £45 for ‘Premium’ delivery). Almost immediately, I received notification from AIT (courier) that my delivery had been confirmed. Later that evening I received another from AIT informing me of the time slot of delivery.

Order #1

20th February arrived. My wife and I struggled to move our existing Glass to another room it was to be installed and the empty space in our lounge awaited delivery. After checking the tracking several times during the delivery time slot the tracking showed that there had been a problem with the delivery, and I would be contacted (by AIT) to rearrange – no contact was received.

The following day I contacted AIT who told me that Sky had cancelled the order! I then contacted Sky, the handler could not find any update that the order had been cancelled and her screen was showing ‘awaiting delivery’. Eventually she discovered that there was a problem with the delivery and so the order was cancelled. On asking on how we were to proceed, she told me that a CRF (Customer Resolution Form) must be completed and once this had gone through ‘I’ may ring back in a few days and place the order again.

On the 26th I contacted Sky to find out what the resolution was. Whilst the handler could confirm the CRF had been completed, he couldn’t tell me what had caused the issue. However, I could place the order again. Same order, delivery next day (Premium service) etc. Same number of notifications from AIT, delivery time slot confirmed late that evening for delivery the next day (27th) between 11 and 1.

Order #2

Checking updates at regular intervals and bang – ‘Your order has been cancelled by Sky, please contact your retailer’. So, yes, you’ve guessed it I rang Sky again. Same scenario, the handler couldn’t really explain what had happened. He transferred me to Retentions. The handler again couldn’t see why this had happened and the order was showing as ‘awaiting delivery’. He went through several steps of speaking to managers etc and resolved to promising to me he would ensure someone would call me back the following week (as he was on leave) with an update. No one called the following week. On the 6th March I rang to find out the current status and in fact if anyone was going to call. No update could be provided but I was told that I would get a call on Monday (9th March) as it was in a handler’s diary to do so. No call on the 9th, but he rang on the 10th but with no update except my case had been escalated and he would call me with update as and when they occurred. To be fair, he was true to his word and did ring with updates, little as they were.

On the 19th March (one month since first ordering), he rang to say that the results of the escalation had not necessarily yielded an explanation but, his manager had said that he was confident all shall go smoothly if I wanted to order once again. So, we went through the process for the third time, this time I opted for delivery on the following Monday (23rd).

Order #3

For the third time the same thing – AIT telling me that the order had been cancelled. Rang Retentions and spoke with a lady this time, same dialogue as above really, she spoke with her manager and we ended up with her going away to investigate further but in the meantime she suggested that I should call AIT to find out why they hadn’t delivered as the system was showing that the TV had been delivered to them, meanwhile Sky themselves would do the same via normal channels and compare the responses. I contacted AIT who, looking at all three deliveries booked for me by Sky, no sets had been delivered to them, therefore they couldn’t deliver. As promised she called me back later that day, she told me that AIT had confirmed the same and apologised for relaying what the system had told her as it was clearly incorrect. It ended with her saying she would try to call me back with some form of resolution. On Monday (30th) she did call, she explained the reason for the cancellations was due to previous orders and CCAs not being thoroughly deleted from my account and the system and it couldn’t fully release goods as there were ‘ghost’ orders lurking on my account. Plausible explanation, I thought. So, I ordered once again, Premium delivery for today (3rd April), time slot 7-9 am.

Order #4

Last night, my wife and I lumbered our original Glass tv to the room we hoped it to now occupy, empty space in our lounge awaiting to be filled. Alarm set, arise, kettle on and I waited staring blanky at the void a TV once stood. Checking the tracking from 6:30 onwards, at 7:28 still ‘out for delivery’. At 7:35 I received an unwelcome but familiar email from AIT “Unfortunately there’s been an issue with your Sky delivery and cannot be made today. We’ll call to rebook…”.

To say I’m disappointed is an understatement.

There are several issues here:

On each occasion, the call handlers seem to have differing interpretations of what has gone wrong leaving me confused to say the least. I wonder what today’s explanation will be?

AIT’s claim of non-delivery to them is plausible but flawed. How can a delivery company advise a recipient a time slot when they physically don’t have the item to deliver? The much-maligned Royal Mail can advise me that they are expecting a parcel for me and then follow up with a day and time slot WHEN THEY HAVE THE PARCEL and more importantly - DELIVER. AIT’s communications are meaningless unless verified by Sky or by AIT internally.

Sky’s own communications/notifications are woefully inadequate – on the three previous orders I received emails from Sky thanking me for placing my order and confirming delivery to be… one week after the delivery date. Today I received the same email for this current order three hours after the delivery slot.

On each cancelled (by Sky) order Sky does not make any attempt to contact me, it me who has to do the leg work when it is clearly Sky’s own issue.

CRFs seem meaningless when the resolution is never known.

Three days leave taken to wait in for non-existent deliveries, deliveries that I have been promised will be fulfilled.

So we have moved the Gen1 back to the lounge. Instead of ringing I have emailed All Viewer Relations with my sorry tale. 6 weeks from the original order placement and 4 non-deliveries, hey ho!

Let's see what happens.

Sorry for the long post,

Phil

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

SKY1992bf — Fri, 03 Apr 2026 13:21:50 GMT

@Philclem how are you attempting to pay ? All at once at point of purchase or on finance? If the latter sounds like you are failing the credit checks and multiple ordering will damage your credit rating even more

sky will be able to confirm if this is the reason but not the exact details

you would need to sign up to a credit agency and check your record, it could simply be a spellling mistake on your address or another flag that sky have spotted especially if you are still paying off the gen 1

The article below may help

https://www.sky.com/help/articles/your-credit-file

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

Philclem — Fri, 03 Apr 2026 15:09:01 GMT

@SKY1992bf Yes fully aware of the CCA angle as are Sky. For your info, my Gen1 was paid a good while ago and the CCA won't be released for signing if there are any suspicious issues.

The Sky handler I last spoke to rang me a few minutes ago totally perplexed as to why this happened again and is making it her mission to resolve it completely. May be lip service but she did seem intent on getting to the bottom of it.

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

Jporch316 — Sat, 04 Apr 2026 12:20:33 GMT

@Philclem

Would you like me to escalate your issue to the online sky community team ?

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

Philclem — Sat, 04 Apr 2026 14:58:27 GMT

@Jporch316 Thanks for the offer but things seem to be happening. I'll update with the outcome as and when

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

Philclem — Wed, 08 Apr 2026 10:05:15 GMT

Pleased to confirm my Gen2 has arrived.

All a bit of a shock really as as of Friday, the motions to cancel the order down were in hand but, I got a call on Saturday from AIT to book a delivery day! I queried as to whether they had possession of the device and this was confirmed.

Meanwhile Sky Help Centre where badgering me with emails to arrange a call to resolve the matter this despite my insisting everything now had to be in writing via email. The tone was definitely as though my order had been cancelled and the issue to rectify was ongoing.

Monday morning I got a call from Sky (overseas handler) who wanted to arrange a telephone call back to discuss my complaint. I explained that I wanted everything via email now and in any case a UK handler who was chasing this case for updates was going to be calling me (I mentioned her name to this handler). She said this could be done and she would send me an email to confirm.

Later that day I received said email which asked for security answers which I returned. An hour or so later I received an email from Sky Help Centre explaining they would be handling this case from now on and it is unlikely the UK handler would be contacting me now.

This email was shortly followed by another - "it appears a Sky Glass Gen2 device is due to be delivered to you tomorrow, please notifiy us if this delivery happens".

Tuesday, got a call from the driver at 9:32 telling me they would be with me in 30 minutes, and at 10:02 they arrived. Bizarrely, whilst they were unpacking the TV to assemble, the UK handler (who was 'unlikely' to be calling me) rang, and I told her AIT were assembling the TV to which she replied with "well that contradicts the update I've just been given". She seemed happy at this though. She didn't go on to give me the update she had, I kind of wished I'd asked her now.

I updated Sky Help that the TV had been delivered to which they replied with "as the TV has been succesfully delivered we'll assume this case to be resolved". But, it hasn't as there has been no resolution as to why this repeatedly happened. I do feel that the lengthy email (which is basically my first post in this thread) I sent has caused a ripple enough to ensure the delivery happened. It shouldn't be the case that such measures need to be taken to get results.

The UK based handlers all treated my calls as I would expect them to, but they where hampered by the lack of credible information that was provided by GST and the back office. I would suspect no one really knows why these deliveries were affected the way they were.

But I'm a happy bunny now, the set up was seamless and the sound and picture are improved over Gen1.

Thanks for the replies and offers of help, it is appreciated.

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

Caroline19 — Thu, 09 Apr 2026 02:08:57 GMT

Thats really depressing; I was supposed to have my new TVlater today and have had an email saying it has been cancelled. Will try to speak to someone later when they start work (I'm night shift worker so awake at 3am )

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

Philclem — Thu, 09 Apr 2026 07:50:37 GMT

@Caroline19 When you ring and the recorded message asking what your ringing for just say 'Retentions', this got me through to the Loyalty Dept, and they were more helpful. If you say things like 'cancelled order' it thinks you want to cancel broadband!

Phil Clem

Re: Sky Glass Gen2 Order Cancelled by Sky multiple times

FedUp1231 — Sat, 11 Apr 2026 15:27:58 GMT

I'm going through much the same procedure. I'm losing the " will to live "