topic Re: Mobile Device order erroneous cancellation in Sky Mobile

Mobile Device order erroneous cancellation

Battius — Tue, 30 Jun 2026 07:41:46 GMT

Hey all,
hoping someone can advise.
I've been trying to swap out three IPhone 14s for upgraded IPhone 17s.
The first time I tried, I worked through the whole process successfully, including the Credit agreement, received all the associated emails.
Then shortly afterwards, all of them were cancelled. I then received an email stating the following:

As part of our normal application process, we carry out further checks using the details you provided in your application. We consider any current or previous relationships you may have had with Sky and we participate in data sharing with Credit Reference and Fraud Prevention agencies. As a result of our checks we are unable to proceed with your Sky Mobile order.

This was a surprise as my credit score is rated as Excellent.

I then called Sky on 150 and a customer service guy called Santosh, worked through the whole process to re-order them on the phone.
He did warn me not to sign the credit agreement until after Monday at noon, as he'd sent a note to the relevant team to allow the order to go through and being the weekend, it would be prudent to wait.
I waited until 6pm yesterday and then signed the credit agreements, only to get the same cancellations.

Very frustrating and from my perspective awful customer service.
It's not the first time I've had problems with Sky mobile and the last time I went elsewhere to get a handset out of sheer annoyance.

Any help as to how to successfully complete an order would be much appreciated.

Thanks

Re: Mobile Device order erroneous cancellation

caesarome — Tue, 30 Jun 2026 08:32:29 GMT

@Battius

There is probably going to be no way to get the order successfully placed if you are failing the credit checks for whatever reason so placing it multiple times as you have discovered isn't going to help so as you did before you might need to try elsewhere.

Re: Mobile Device order erroneous cancellation

Battius — Thu, 02 Jul 2026 07:55:39 GMT

Thanks for the reply,

Sadly I don't like to quit, especially when this appears to be a Sky issue/error.
So failing any other outcome, I'll need to contact them directly again.

Re: Mobile Device order erroneous cancellation

Battius — Thu, 02 Jul 2026 12:55:53 GMT

And it also seems like there's another thread about the same issue (just found it).
A marker visible only to the fraud team. Typical Sky Mobile poor customer service - it's an issue that extends back into 2025, still ongoing and yet the customer service team are unaware, meanwhile customers with excellent credit scores are unable to progress device orders.
I note no-one from Sky is responding to these queries either which just sums things up really.

Re: Mobile Device order erroneous cancellation

caesarome — Thu, 02 Jul 2026 12:59:13 GMT

@Battius wrote:

I note no-one from Sky is responding to these queries either which just sums things up really.

That is because this is a community where customers help each other.