topic Re: Order cancelled in Account & Billing

Order cancelled

klssky — Tue, 05 May 2026 15:43:10 GMT

Hi, we ordered sky tv and broadband on the 1st May and got an install date of the 15th May but today we received a message to say it's been cancelled. Called sky who said the third party (city fibre) cancelled the installation and no reason given so we had to do it all again and place a brand new order, our problem is that on mysky app the order is relating to the one that got cancelled, I see I now have 2 sky tv account numbers so my question is how do I get MySky app to recognise the new order, so that I can trace it all?

Also I have received a message to say we will receive the new equipment shortly, surely they are not going to send us more sky stream boxes when we have already received them on Saturday initiated from the order on the 1st May.

Its all very confusing and have spent at least two hours on the phone and can't deal with calling them again.

Thank you in advance for your help 😀

Re: Order cancelled

caesarome — Tue, 05 May 2026 15:52:43 GMT

@klssky

When you placed the order again was it just the broadband one that you ordered again and did you also cancel the original TV one as well ?

Re: Order cancelled

klssky — Tue, 05 May 2026 16:36:02 GMT

They just said they have to recreate the same order and asked what tv package was we getting in the previous order.

On mysky app it still says to activate the pucks that we received on Saturday. The broadband section we ordered on the 1st May says cancelled. All very confusing now because city fibre cancelled it and sky are now sending openreach.

After the call I got a text to say they are sending the equipment out.

Re: Order cancelled

klssky — Tue, 05 May 2026 18:53:17 GMT

I just had an email from the delivery company that they are delivering the boxes tomorrow so we'll have six 🤷🏻‍♀️

Re: Order cancelled

caesarome — Tue, 05 May 2026 19:03:42 GMT

What a mess !

Sadly you will have to spend time on the phone again I'm afraid.

Re: Order cancelled

klssky — Tue, 05 May 2026 20:13:26 GMT

I wonder what the best phone number to call as I spoke to four different people today and each time I had to repeat it all ☹️