topic Re: Refused due to background checks in Sky Mobile

Refused due to background checks

Michelle1900 — Thu, 04 Jul 2024 12:02:15 GMT

Despite having sky Tv and broadband, having a 999 credit file (I have a credit Experian account) and living at the same address for 3yrs.. I can't get a mobile phone contract with sky and they won't give me anymore information so I can check if any information they hold is correct and relates to me ? Apparently it's to do with background checks?? How do I complain or check their information?

Re: Refused due to background checks

PandJ2020 — Thu, 04 Jul 2024 12:06:40 GMT

You cannot complain nor will they reveal their criteria.

The information used is in your credit file. More info here: https://www.sky.com/help/articles/credit-checks-sky-mobile

Re: Refused due to background checks

Daniel0210 — Thu, 04 Jul 2024 12:11:00 GMT

@Michelle1900
Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record.

Any upfront payment you’ve made should hopefully be refunded after about 14 days.

Re: Refused due to background checks

Michelle1900 — Thu, 04 Jul 2024 12:51:10 GMT

Hi Daniel2010

I wasn't refused due to my credit check as I know what my rating is as I have an Experian account which is 999... I was refused due to a further background check.... I believe they must hold incorrect information due to my circumstances (full time employed accountant, good salary, never had credit issues etc) was a previous sky customer for over 20 years with no problems regarding payments etc... the deal is a £6 monthly sim and £23 phone ! Very strange??

Re: Refused due to background checks

Daniel0210 — Thu, 04 Jul 2024 12:58:17 GMT

@Michelle1900

Sky carry out a second more enhanced credit check which you may have failed. We are customers on here so can't provide any insight into what other background checks Sky may have carried out. They seem to have made their decision and will stick to it.

Re: Refused due to background checks

caesarome — Thu, 04 Jul 2024 12:58:21 GMT

@Michelle1900 wrote:

I was refused due to a further background check

That doesn't sound right for me as any one applying for a device undergoes further background checks and it is only the results of these secondary checks that will decide if the order is progressed at or not and for whatever reason you didn't pass these additional checks.

Re: Refused due to background checks

SKY1992bf — Thu, 04 Jul 2024 13:01:07 GMT

@Michelle1900 just because you pass the first check (there are two ) doesn't mean you will get accepted, Any enhanced check is solely done on your credit file so sky must have seen something off concern

all you can do is check your Experian credit accounts for any inaccurate information around the information sky hold

for example address miss spelling etc

Re: Refused due to background checks

Becca19771 — Fri, 13 Sep 2024 15:46:39 GMT

This happened to me. I got a phone contract for my daughter and after 2 attempts it went through (jan 2022) I then tried a year later for myself. The credit check people they use (not Experian) can't remember the name I got in touch with them to ask why. Bearing in mind I've been a sky tv customer for 20 years and the phone contract of my daughters by thus point another year. After investigating it, my address basically doesn't come up on their system (lived here 10 years) it's a refurbished cottage and previously had a number now a name & they can't find it. So therefore the credit gets refused. So when this contract ends I'll take my business elsewhere as another 2 years later it still doesn't work!

Re: Refused due to background checks

PandJ2020 — Fri, 13 Sep 2024 15:55:59 GMT

@Becca19771 wrote:
So when this contract ends I'll take my business elsewhere as another 2 years later it still doesn't work!

You may have the same issue with any credit check with a different provider...

Re: Refused due to background checks

PaulPounder — Fri, 13 Sep 2024 16:08:00 GMT

I think there's something wrong. I have just ordered a new phone, my wife has as well.

We both got accepted, we both then got emails saying it's been cancelled. We then got an email saying the order is being checked. And on the website it's saying order is completed.

Re: Refused due to background checks

Becca19771 — Fri, 13 Sep 2024 16:08:20 GMT

Not had a problem with Vodaphone etc etc. no problem anywhere but sky mobile.Experian find me no problem checked my credit history after they refused me in 2022. I obviously went somewhere else for myself then. Just the contract I got for my daughter (same address) who was 13 at the time.

Re: Refused due to background checks

Daniel0210 — Fri, 13 Sep 2024 16:10:19 GMT

@PaulPounder wrote:

We both got accepted, we both then got emails saying it's been cancelled. We then got an email saying the order is being checked. And on the website it's saying order is completed.

@PaulPounder
The emails confirming or cancelling the order sometimes arrive out of sequence. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile
Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Any upfront payment you’ve made should hopefully be refunded after about 14 days.

Re: Refused due to background checks

PaulPounder — Fri, 13 Sep 2024 16:13:35 GMT

I get that, but the website is showing Sky Mobile Device Delivery: Completed - Coming Soon

On both of our accounts.

I've also got a very good credit record both with Equifax and Experian.

Re: Refused due to background checks

Daniel0210 — Fri, 13 Sep 2024 16:15:25 GMT

@PaulPounder

You will have to call Sky to clarify whether the order has been successful or not.

Re: Refused due to background checks

PaulPounder — Fri, 13 Sep 2024 16:16:10 GMT

Think you are right - online chat has finished for the day as well 😞

Re: Refused due to background checks

Becca19771 — Fri, 13 Sep 2024 16:33:56 GMT

They don't just use Experian. In my case it was equifax. My address isn't on their database

Re: Refused due to background checks

PaulPounder — Fri, 13 Sep 2024 17:04:59 GMT

Both my Equifax and Experian are really good, so I don't know what the issue is.

I rang them and they said it had been cancelled but didn't know why. The only thing I can think of is that I was ordering one and my wife was ordering one for her and our daughter and they thought three phones at the same time from the same address is a bit dodgy 🙂

I suppose it's Sky that lose out then.

Re: Refused due to background checks

Becca19771 — Fri, 13 Sep 2024 17:38:25 GMT

This is what I said to them when I called them this evening. They get £70 a month from me (tv and daughters phone) I've been a customer for 23 years they told me tonight. Lived at my current address for 10 years. No issues. So when they wouldn't accept me, I now get a sim from lebera (bounce off Vodaphone) and I rent my phone from music magpie and upgrade every year. Costs £30 a month. I'll be doing the same in January when I finish paying my daughters off sky.

Re: Refused due to background checks

Michelle1900 — Fri, 13 Sep 2024 19:43:05 GMT

It's seems crazy doesn't it?

Re: Refused due to background checks

Holdeenio — Fri, 24 Oct 2025 15:07:07 GMT

There is definitely something (technical) going wrong with Sky Mobile's systems.

I have had two mobile phones from sky for over 6 years now and when trying to upgrade these handsets to the new iPhones, my order keeps getting cancelled. I have put through four orders, some online, some by their app and one over the phone with them directly and my orders keep failing their "Background checks". Note this is not the same as the credit check. All of my orders are passing the credit check stage.

Having phoned in four times now to get this resolved, I've been sent around the houses, first by Betra, then by Hem and now I'm on the latest agent who has escalated my upgrade case as a complaint.

I've checked all three of my credit reports, one per bureau, I've ensured my address and details match across all three and with Sky and I have a perfect record both internally and externally... it's infuriating when I just want to upgrade the handsets!