topic Re: Ordered new phone in Sky Mobile

Ordered new phone

malikhanan — Thu, 26 Feb 2026 16:37:17 GMT

i just ordered new phone on 3 years plan and its just cancelled after few minutes when I left the shop and customer service is also not giving. What's the solution now for this?

thanks

Re: Ordered new phone

Daniel0210 — Thu, 26 Feb 2026 16:39:04 GMT

@malikhanan
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. 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: Ordered new phone

malikhanan — Thu, 26 Feb 2026 16:43:57 GMT

But I verified identity everything there. Customer assistant did that, its not my fault.

Re: Ordered new phone

Daniel0210 — Thu, 26 Feb 2026 16:46:27 GMT

@malikhanan

Your credit rating appears to fall below the threshold for Sky to allow you a device. Credit checks are based on many things, not just your identity.

Re: Ordered new phone

malikhanan — Thu, 26 Feb 2026 16:48:14 GMT

How i check the credit score?

Re: Ordered new phone

Daniel0210 — Thu, 26 Feb 2026 16:49:03 GMT

@malikhanan

I explained that in my first reply.