topic Re: Broadband and TV order keeps getting automatically cancelled in Account & Billing

Broadband and TV order keeps getting automatically cancelled

jd10132112 — Mon, 31 Mar 2025 14:27:23 GMT

Hi all, wonder if someone can help please.

We moved into our new flat 10 days, ago and ever since I've been trying to set up Sky Broadband & Stream. I originally applied online, order seemed to go through fine but got an email a few minutes later saying it had been cancelled. Tried again and the same thing happened, then my partner tried and she got the cancellation email the next day. I called customer services and was told it looked like I'd cancelled it on my end (I hadn't) - she put the order through manually for me, but once again I got the cancellation email a few minutes later.

Couldn't get to the bottom of it after speaking to numerous people over the phone, so waited a few days (having updated my new address on all bank accounts) and tried again directly through the Sales team last Friday. It seemed to have gone through (with the hub actually being delivered today!), but lo and behold I then get the same cancellation emails this afternoon!

At a loss for what to do. I know the renters that lived in the flat before us had Sky, and we are in central London so the services are definitely available. My credit score is good and addresses are updated on all bank accounts. I even called Equifax to ask if anything is up on their end, they said everything seems fine apart from the electoral register address not having been updated yet. But I've never had an issue subscribing to other broadband/TV providers when renting, even though my bank addresses and electoral roll address wouldn't have been updated at the time. We are now first time buyers, but I don't see why the address situation would be any different.

Has anyone had this issue before? Is there a way to get the order manually approved, or at least to find out *exactly* what is causing the rejections so I can try to fix it? Thank you in advance!

Re: Broadband and TV order keeps getting automatically cancelled

jd10132112 — Wed, 02 Apr 2025 13:27:15 GMT

This has happened a couple more times since my post above. No one on the phone can tell me what is going on -- any suggestions on what to do? BT is the only other option with broadband and TV at my address and it is significantly more expensive...

Re: Broadband and TV order keeps getting automatically cancelled

Lisa-P1987 — Wed, 02 Apr 2025 13:32:20 GMT

Hi there, 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.

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

Re: Broadband and TV order keeps getting automatically cancelled

Jp86 — Mon, 07 Apr 2025 07:00:21 GMT

If its any consolation OP I am having exactly the same problem as you. Moved into our new build house last Sunday 30th March and have had my sky tv and broadband order instantly cancelled twice. I also assumed it was to do with not updating my address with my bank or something like that.

On the third occasion I have ordered just the broadband separately and that seems to have held so far (fingers crossed) but i have tried doing a tv order for sky stream separately this morning and again that was instantly cancelled. Very bizarre and the robot on the contact number is impossible to deal with. All very frustrating!

Re: Broadband and TV order keeps getting automatically cancelled

Jp86 — Mon, 07 Apr 2025 10:39:50 GMT

Further update :

Nope! Broadband had now also cancelled itself. Frustrating. If you do manage to get it sorted i'd appreciate knowing how you did it and what the issue was!

Re: Broadband and TV order keeps getting automatically cancelled

Lisa-P1987 — Mon, 07 Apr 2025 11:07:56 GMT

Hi there, 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.

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

Re: Broadband and TV order keeps getting automatically cancelled

jd10132112 — Mon, 07 Apr 2025 17:08:38 GMT

Sorry to hear you're having the same issue! The sales rep I spoke to last Thursday suggested trying for Sky Q (instead of Sky Stream) + broadband. This hasn't been cancelled yet, and the broadband is due to get activated this Wednesday, so I'm more hopeful.

Unfortunately it is quite a bit more expensive than what I was being offered with Stream (£78 per month instead £63), although I would prefer Q to Stream, and it is still cheaper than other providers in my area.

Did you make any progress with Stream?

Re: Broadband and TV order keeps getting automatically cancelled

Be_tt_y — Mon, 28 Apr 2025 16:14:41 GMT

Hi,

Did either of you manage to resolve this? We are having the exact same issue. I applied online, instantly cancelled. Then I spoke to an advisor to set it up, same thing. My partner has now tried and the broadband seems to be processing but the tv package was instantly cancelled. The previous owners of the property were with Sky so it can definitely be accessed here.

Re: Broadband and TV order keeps getting automatically cancelled

MarkGoldsmith — Mon, 28 Apr 2025 16:18:13 GMT

@Be_tt_y wrote:
Hi,

Did either of you manage to resolve this? We are having the exact same issue. I applied online, instantly cancelled. Then I spoke to an advisor to set it up, same thing. My partner has now tried and the broadband seems to be processing but the tv package was instantly cancelled. The previous owners of the property were with Sky so it can definitely be accessed here.

What TV package did you subscribe to?

Re: Broadband and TV order keeps getting automatically cancelled

caesarome — Mon, 28 Apr 2025 16:22:29 GMT

@Be_tt_y wrote:

Did either of you manage to resolve this? We are having the exact same issue. I applied online, instantly cancelled.

@Be_tt_y

Was this for Sky Glass ?

Re: Broadband and TV order keeps getting automatically cancelled

Be_tt_y — Mon, 28 Apr 2025 16:22:32 GMT

It was a broadband and tv package, was the 'essential' streaming tv service

Re: Broadband and TV order keeps getting automatically cancelled

MightyQuinn — Mon, 28 Apr 2025 16:23:35 GMT

Hi @Be_tt_y Depending on the type of broadband, have you checked that it is not just a case of no availability because the cabinet is full. Broadband Check.

Re: Broadband and TV order keeps getting automatically cancelled

Be_tt_y — Mon, 28 Apr 2025 16:26:09 GMT

Everything was definitely available, the advisor I spoke to also confirmed this. It just cancels itself almost immediately with no reason why

Re: Broadband and TV order keeps getting automatically cancelled

MarkGoldsmith — Mon, 28 Apr 2025 16:27:05 GMT

@Be_tt_y wrote:
It was a broadband and tv package, was the 'essential' streaming tv service

So was it Sky Stream or Sky Glass you ordered for the TV package? If Sky Glass then a cancelled order is usually due to failing the credit check for some reason.

Re: Broadband and TV order keeps getting automatically cancelled

Be_tt_y — Mon, 28 Apr 2025 16:32:34 GMT

It was Sky Stream

Re: Broadband and TV order keeps getting automatically cancelled

Jp86 — Mon, 28 Apr 2025 16:54:31 GMT

No i never got it resolved. Call advisor was pretty helpful and apolgetic. She did her best but couldnt find a way round it on the system. It kept cancelling itself right in front of her when she tried to do it. Same package as you, tv essential stream with broadband. There was a suggestion it was an open reach problem, but fortunately ive got a friend who works for them and he was able to squash that theory straight away.
In the end i gave up with sky altogether and got full fibre broadband installed with vodafone which was straightforward. Have yet to find a way of getting the tv part but at least we have wifi now 🫣

Re: Broadband and TV order keeps getting automatically cancelled

TAC1968 — Sat, 13 Sep 2025 17:21:07 GMT

I am now having same issue, I ordered Broadband and TV package and now have broadband but TV was cancelled. They even gave me Sky VIP account maybe a marketing exercise. Everytime I order TV package its cancelled, I asked why and am told I failed credit checks, I ask how as I have good Credit and was recently approved for a new credit card.

I hope Sky have at least fixed issue as its now September and below messages are from April, but apparantly not.

Re: Broadband and TV order keeps getting automatically cancelled

MaxCC — Sun, 19 Apr 2026 10:04:53 GMT

It is happening the same thing to me. My order for broadband gets cancelled. Has anyone found a reason for this? Just moving in a new flat . The previous owner had Sky but mine get cancelled automatically. Nobody seems to understand the cause

Re: Broadband and TV order keeps getting automatically cancelled

MightyQuinn — Sun, 19 Apr 2026 10:35:14 GMT

@MaxCC wrote:
It is happening the same thing to me. My order for broadband gets cancelled. Has anyone found a reason for this? Just moving in a new flat . The previous owner had Sky but mine get cancelled automatically. Nobody seems to understand the cause

Hi @MaxCC Which type of broadband, FTTC or FTTP? Have you checked that nobody has pinched the last available connection Check Availability. Another possiblity is you may have failed the credit check. Sorry, we can only guess.