topic Problem Getting additional Handset/ upgrade in Sky Mobile

Problem Getting additional Handset/ upgrade

TC7550 — Thu, 21 May 2026 09:14:06 GMT

Is anyone else having trouble upgrading their phone or adding an additional handset?

We recently tried to upgrade our daughters phone as her contract had ended, and although the order initially appeared to go through successfully, we later received an email stating that it had been cancelled. My husband then attempted to get an additional handset through his own Sky account, but experienced exactly the same issue. I also tried using my Sky Mobile account and received the same response again.

We have contacted Sky by phone and also spoken with an advisor via live chat, but the problem persists. To rule out any credit issues, we contacted Experian, who confirmed that our credit is perfectly fine and that they cannot see any evidence that Sky has even attempted to process the orders.

This situation is extremely frustrating, and we’re no closer to understanding why these upgrades keep being cancelled.

Re: Problem Getting additional Handset/ upgrade

caesarome — Thu, 21 May 2026 09:20:33 GMT

As frustrating as it is if the orders are being cancelled the chances are it will be due to failing the credit checks and nobody here will be able to say for sure why this is so if the details are correct and that there are no issues with things like spelling mistakes against names or addresses then you might want to think about going elsewhere to see if can get an order successfully placed.

Re: Problem Getting additional Handset/ upgrade

TC7550 — Thu, 21 May 2026 09:22:27 GMT

It is anoying, our credit is fine and the credit check agency has confirmed Sky havent even attaemted to do any checks! Very strange