topic Why does my new mobile phone order keep getting cancelled? in Sky Mobile

Why does my new mobile phone order keep getting cancelled?

GavGav1 — Fri, 20 Feb 2026 17:54:41 GMT

I've been with Sky for about 20 years ... took out a mobile phone contract with them two years ago and all has been well ... tried to buy a second phone and sim for my wife, online, and the order went through just fine ... but a few minutes later I received an email saying the order had been cancelled. I phoned and got through to what sounded like a Sky call centre in India ... the guy said not to worry, he would place the order again over the phone, but I shouldn't sign the online credit agreement for at least 24 hours. I waited till the following evening and signed the credit agreement online ... and a few minutes later I got another email saying the deal had been cancelled, and I should check my credit rating with Experian. I know I've always had a perfect score, but I went and signed up to Experian anyway - and, yep, they confirmed I had a perfect 1250 rating! So the problem is not on my side, it must be on Sky's, right? I phoned again and another agent told me just to wait until maybe Monday and phone them back, and they'd try to push the order through again. So now we wait till Monday ... but I have to say, I'm not feeling confident ...

Re: Why does my new mobile phone order keep getting cancelled?

Daniel0210 — Fri, 20 Feb 2026 18:00:50 GMT

@GavGav1
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.

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

Re: Why does my new mobile phone order keep getting cancelled?

GavGav1 — Fri, 20 Feb 2026 18:05:38 GMT

Thanks for the prompt reply - yeah, I've been told that you shouldn't keep trying as it will affect your credit score ... one thing I've just discovered a moment ago, is that Sky had the wrong telephone number for me listed in the My Details section ... so I'm wondering if that might be enough to throw a spanner in the works?

Re: Why does my new mobile phone order keep getting cancelled?

PandJ2020 — Fri, 20 Feb 2026 18:23:13 GMT

Credit Scores are fairly blunt instruments - having a high or 'perfect' score does not guarantee credit. (Indeed, the check process doesn't use this score, it's simply an indicator)

The process will check details and certain mismatches, particularly addresses and names could cause issues.

Also, the process includes an affordability step. Sky's info here: https://www.sky.com/help/articles/credit-checks-sky-mobile