topic Re: Mobile order keeps getting automatically cancelled in Sky Mobile

Mobile order keeps getting automatically cancelled

doubletime — Sat, 23 Aug 2025 18:16:08 GMT

For the past three days every time I sign up to Sky Mobile, whether online or on the phone, I receive confirmation of my order and then immediately receive an email from Sky cancelling my order. It's not my credit card or carrier I want to port my number from. This is a glitch on Sky's end. Anyone else experience this? If it helps I'm ordering eSIM. Thanks.

Re: Mobile order keeps getting automatically cancelled

Leighfolly — Tue, 23 Sep 2025 13:31:56 GMT

yeh having same problem upgrading. im passing everything but keep gettring cancelled

Re: Mobile order keeps getting automatically cancelled

Daniel0210 — Tue, 23 Sep 2025 13:35:17 GMT

@Leighfolly

Still likely to be failing the credit check I think.

For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel 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 be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to contact Sky to chase it up.

Re: Mobile order keeps getting automatically cancelled

doubletime — Wed, 24 Sep 2025 17:13:04 GMT

Spoke with Sky and the problem was a glitch in their system relating to new signups requesting esim. The problem has beeen solved on their end.

Re: Mobile order keeps getting automatically cancelled

mead38 — Wed, 24 Sep 2025 17:30:28 GMT

I've just phoned sky and told them problem he put SIM order through whilst I was on phone and passed credit check immediately, tried to charge me double what I was offered but soon got that sorted

Re: Mobile order keeps getting automatically cancelled

Paul-Creamer — Thu, 04 Dec 2025 15:53:04 GMT

I have had this problem 3 times in the last 5days. I know it's there fraud department checks that are cancelling it.

Re: Mobile order keeps getting automatically cancelled

Daniel0210 — Thu, 04 Dec 2025 15:55:24 GMT

@Paul-Creamer wrote:

it's there fraud department checks that are cancelling it.

@Paul-Creamer

So, you're failing the credit checks.

Re: Mobile order keeps getting automatically cancelled

caesarome — Thu, 04 Dec 2025 16:02:38 GMT

@Paul-Creamer wrote:

I have had this problem 3 times in the last 5days. I know it's there fraud department checks that are cancelling it.

The repeatedly ordering it isn't likely to see you pass the credit checks.

Re: Mobile order keeps getting automatically cancelled

Paul-Creamer — Fri, 05 Dec 2025 07:59:34 GMT

Hi, Im not failing the credit checks. I have an excellent score on experian and equifax. In fact I already spend over £200 a month with sky, and am a VIP customer having been with them for over 25 years. I had this same issue with them about 2-3 years ago, and it turns out there was a marker on my account of a potential fraudulant attempt to open a contract. Once I eventually spoke to the fraud team, they confirmed it was not my creditworthiness but this marker that only the fraud team could see. On the phone yesterday to sort it out and the lady said I was the second person that day, that had the same issue of being accepted then immediately cancelling. Why dont they have a team that if your a customer already and this happens they call you to sort it out. Not VIP service when im having to chase them umpteen times.

Re: Mobile order keeps getting automatically cancelled

PyG — Thu, 01 Jan 2026 12:05:57 GMT

i have exactly the same issue,very annoying,been with them for over 33years,a "DIAMOND VIP CUSTOMER" yet they keep cancelling my application for a third sim only deal and they cant sort it!!