Order cancelled after being unable to sign credit agreement?

[SMS67]

Hi,

I recently placed an order to renew my sky tv and broadband services and was offered a sky glass TV on a 48 month credit agreement. After confirming I'd like to take this out on the phone I was sent an email asking me to sign the credit agreement.

I tried the approach in the email by using the MySky app, but the link wouldn't recognise that I was already in the app. I then deleted the app and logged in again but at this point it said something along the lines of my account not having the right permissions to sign the credit agreement. I have also tried different devices and the website rather than the app and get the same message.

I have now received an email from sky stating they have cancelled my TV order which is a bit confusing because I only placed the order on Wednesday and have been unable to sign the credit agreement since. 

Does anyone have any advice on how to get the order back and get the credit agreement signed? It no longer shows up on my account. 

thanks in advance

[caesarome]

We can get you some help with this from tomorrow if you want as there is a Messaging team on here from Sky who will contact you of you would like ?

[SMS67]

That would be great if that's possible. I'll check back tomorrow morning. 😊

[GD1]

@SMS67  To get you some help I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to SMS67.

[Lisa-P1987]

We are still looking to help you @SMS67 . If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks