topic Re: Upgrade keeps getting cancelled in Sky Mobile

Upgrade keeps getting cancelled

Sharon206 — Sun, 19 Oct 2025 13:14:45 GMT

I am trying to upgrade my mobile and everytime it keeps getting cancelled. I have excellent credit and have not missed a payment in the 3 years I have been with Sky. Shall I just change provider?

Re: Upgrade keeps getting cancelled

Daniel0210 — Sun, 19 Oct 2025 13:17:46 GMT

@Sharon206

Credit checks (if that is where the problem is) is not solely based on your payment history with Sky.

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.

Re: Upgrade keeps getting cancelled

Sharon206 — Mon, 20 Oct 2025 12:39:30 GMT

Hi many thanks for your reply. Yes have checked with Experian and I have an excellent credit score. I've been into the store and they have told me I need to phone but can't seem to get through the system to speak to someone.

Re: Upgrade keeps getting cancelled

Daniel0210 — Mon, 20 Oct 2025 13:41:24 GMT

@Sharon206
All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Re: Upgrade keeps getting cancelled

Sharon206 — Mon, 20 Oct 2025 21:30:55 GMT

So I spoke to someone for 50mins trying to sort things out. The lady was very helpful and I thought she had sorted it for me. Everything looked great I read through the contact and signed it. However as soon I signed the contract a message came through almost immediately saying it has been canelled again. This is the 3rd time now. I just dont know what else to do.

Re: Upgrade keeps getting cancelled

63johnw — Tue, 21 Oct 2025 05:58:41 GMT

@Sharon206 wrote:
.I just dont know what else to do.

Hi @Sharon206 stop placing orders. It's not just your credit score sky use. They look at other factors which must be causing your issue. Continued failed applications will make it worse.

Re: Upgrade keeps getting cancelled

Sharon206 — Tue, 21 Oct 2025 08:01:45 GMT

Okay thanks. I wasn't going to make another order however, the lady on the phone said she could sort it so put my faith in her.

Re: Upgrade keeps getting cancelled

Exasperated25 — Thu, 23 Oct 2025 10:47:28 GMT

Hi I'm having the same issue as this. I've put in 2 Swap orders and both have been cancelled. My Credit History is no effected (I've checked Experian). In fact my finances haven't changed in years, in which time I've ordered new phones for the whole family. I just need to renew one of the phones which has broken (but it's well out of contract - nothing owed).