topic Re: Mobile contract cancelled twice in Sky Mobile

Mobile contract cancelled twice

Lisa777 — Thu, 13 Nov 2025 13:54:34 GMT

Hi

This is infuriating.

I tried taking out a mobile contract in my husbands name last night, everything went through fine but then was cancelled. (Not an eSim)
Then I created my own account with my details and got cancelled at the same stage, my son did the same and same thing.

I then spoke to support who took me through everything and said I was approved there are no issues, got to the very end, signed the contract and a few minutes later got the cancellation email again.

Are they trying to loose customers? They arent much help, if any help at all.

All our credit reports were then done and checked and there are no problems, so why is this happening?

Has anybody actually had this resolved or do I just go else where?

Re: Mobile contract cancelled twice

Lisa777 — Thu, 13 Nov 2025 13:57:04 GMT

Apologies, no idea how this ended up under broadband!!

I cant delete or move it.

Re: Mobile contract cancelled twice

Daniel0210 — Thu, 13 Nov 2025 14:16:47 GMT

@Lisa777

I've moved your thread to the correct board.

It’s still possible you may have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. See this link for Skys guidance ~

https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that as 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.

Also perhaps check that Sky have the correct spelling of your name.

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 contract cancelled twice

Lisa777 — Fri, 14 Nov 2025 00:18:35 GMT

My credit report is perfect, I have no credit issues whatsoever. I got my credit report with no issues.

I read that there that Sky want you take out a 6 month sim contract to build credit and then try.

Why is it that only Sky seems to have a problem

Thats three people all with perfect credit scores and reports getting declined,

It must be on their side

Re: Mobile contract cancelled twice

GD1 — Fri, 14 Nov 2025 01:40:10 GMT

@Lisa777 There is nothing the community can do here other than the info posted by @Daniel0210 you'll need to speak to Sky to see if there is a mismatch of data such as Date of birth, address etc, you need to check what the CRAs hold compared to Sky, any mismatch can cause an issue.