Orders being automatically cancelled despite CCA passing.

EvliyaCelibi — Wed, 22 Jul 2026 19:12:16 GMT

Hi,

First post here, ex sky employee but almost at my wits end trying to get this resolved.

Ordered IPhone Air and IPad Pro, CCA cleared and order was confirmed. Rejected the delivery as i changed my mind and both items were returned to sky.

The IPad Pro was removed from my orders, but the IPhone Air is still there, its been just over 2 months since then now.

Attempted to order a MacBook Air, CCA passed and then order was immediately cancelled afterwards.

CRF was raised, was told the issue was resolved. Ordered again, CCA passed, then received an email stating that the order had been cancelled.

Ordered statutory credit report, checked Experian and Equifax - no issues, no fraud flags, missed payments etc

Mobile Escalation team reviewed account, called me and said the issue was resolved, replaced the order and immediately after it was cancelled.

Partner tried to set up a sky mobile account in her name, she passed the CCA and paid the £12 upfront for the phone and Sim and... (you can guess what happened!) the order was automatically cancelled. Her Credit Score is much better than mine too.

Spoke to Live Chat, they again have said that they can't see a reason why the orders are cancelling, there are no stuck orders, CCAs or flags on the account and advised i speak to the tech team.

Called the tech team just now, they said that their is a note saying the issue is resolved and to try again... so my partner just tried again now and within a minute of the order being confirmed it was cancelled by Sky.

I have an open complaint and its been open for about 2 weeks now due to this, but does anyone have literally any idea how i can get this resolved?

Re: Orders being automatically cancelled despite CCA passing.

Brill+Gill — Thu, 23 Jul 2026 07:33:28 GMT

Hi @EvliyaCelibi, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

topic Re: Orders being automatically cancelled despite CCA passing. in Sky Mobile

Orders being automatically cancelled despite CCA passing.

Re: Orders being automatically cancelled despite CCA passing.