topic Unable to order replacement phone for stolen handset in Sky Mobile

Unable to order replacement phone for stolen handset

MarkAB13 — Tue, 25 Mar 2025 19:50:20 GMT

My daughters phone was stolen the weekend. We called sky to block it and try and order a replacement. We signed the credit agreement but got a mail to say order cancelled. Spoke to sky to be told I need to speak to credit checkers. Did that and they said no issue their end, speak to sky. Did this twice and both orders cancelled. Sky then said I need to pay off the stolen handset then I can order the new one. When I called to pay, I was told that's wrong !. Sky don't want to know. My credit score/check is spot on but sky don't want to know and won't help. I need help from someone who's been in the same position. Sick of calling different numbers and speaking to different people.

Re: Unable to order replacement phone for stolen handset

caesarome — Tue, 25 Mar 2025 19:57:40 GMT

The stolen phone does have to be paid off but that on it's own would not prevent you from ordering another one so for whatever reason you are failing the credit check and Sky would not be able to tell you why this is as they can not view your credit records so if you don't already have access you could sign up to a site that allows you to view your records, one credit checking site they use is Experian so you could sign up to a free trial with them, just remember to cancel.

Re: Unable to order replacement phone for stolen handset

Daniel0210 — Tue, 25 Mar 2025 20:03:44 GMT

@MarkAB13

And if you keep trying to order the device this could further impact your credit score.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.

Re: Unable to order replacement phone for stolen handset

MarkAB13 — Tue, 25 Mar 2025 20:14:11 GMT

@caesarome I have contacted equifax and got the report from them and they have said there is no reason why it has been rejected as there is no issue with my credit score/report. I feel like I'm going round in circles.

Re: Unable to order replacement phone for stolen handset

MarkAB13 — Tue, 25 Mar 2025 20:16:36 GMT

@Daniel0210 Ijust feel like I'm going round and round. The credit check company says no issue, sky says there is. I'm getting nowhere.

Re: Unable to order replacement phone for stolen handset

Daniel0210 — Tue, 25 Mar 2025 20:18:48 GMT

@MarkAB13

At the end of the day if Sky have decided not to allow you credit on a new device there's not a lot you can do about it.

Re: Unable to order replacement phone for stolen handset

PandJ2020 — Tue, 25 Mar 2025 20:25:45 GMT

Credit check companies do not set vendor's acceptance parameters. But, as noted, you can't make them give you credit.

Credit 'scores' alone are not necessarily a guarantee.