topic Re: Access Denied in Mobile Apps & Websites

Access Denied

Kbmckim90 — Thu, 08 Oct 2026 12:46:47 GMT

Everytime I.try to go on and upgrade my phone i get this message:

You don't have permission to access "https://www.sky.com/shop/mobile/phones?" on this server.

Reference #18.c5691702.1791463386.6bba2563

https://errors.edgesuite.net/18.c5691702.1791463386.6bba2563

When I do get to the checkout it says credit check clear then asked me to pay full price for my device.

Help

Re: Access Denied

caesarome — Thu, 08 Oct 2026 13:00:21 GMT

@Kbmckim90

Disable any VPN or the private relay if you are using either of these.

If you are being asked to pay for the device then it will be because you have failed the credit check so the full payment is required upfront.

Re: Access Denied

Kbmckim90 — Fri, 09 Oct 2026 08:24:49 GMT

No active VPNs or private relays.

Credit check is passed. Confirmation received.

Still having issues trying to get to the check out.

Re: Access Denied

caesarome — Fri, 09 Oct 2026 09:08:07 GMT

@Kbmckim90

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Access Denied

SuperMatt — Fri, 09 Oct 2026 09:11:38 GMT

Hello, @Kbmckim90. I'll send you an invite to a private chat shortly and we can help you.

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