topic Refund in Sky Mobile

Refund

JohanBreetzke — Sat, 06 Dec 2025 11:37:59 GMT

I took out a contract with sky on the 10th of December online They took the money immediatly ,few hours later I got a email saying that the contract has been cancelled ,still no refund and I cannot take out another contract till this is sorted because it can cause problems with my credit score any idea what I can do ?

Re: Refund

Daniel0210 — Sat, 06 Dec 2025 11:42:33 GMT

@JohanBreetzke

Was this for a mobile device?

If so, it's 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. 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.

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: Refund

JohanBreetzke — Sat, 06 Dec 2025 11:46:18 GMT

Hi there yes it was for a mobile device

I havent tried taking out another contract because I know it will mess around with my credit score ,I have tried to phone Sky Mobile but they never answer the phone ,I would like to take out another contract but unfortunatly I cannot do that until this problem with sky mobile is resolved as I am aware it will give me bad credit score.

Re: Refund

Daniel0210 — Sat, 06 Dec 2025 12:16:27 GMT

@JohanBreetzke

Eventually getting the refund doesn't mean your credit score will then allow a new purchase.

See this link

https://www.sky.com/help/articles/sky-credit-builder