Just ordered new plan and says my phone is on the way but got an email saying it had been cancelled

[ThomasLamberton]

Just ordered new plan and says my phone is on the way but got an email saying it had been cancelled.

how do I contact sky directly and get it sorted and is my phone still coming or not?

thanks, Thomas

[Daniel0210]

@ThomasLamberton 
Did you order a new plan and a new device? 

It’s possible you may have failed the required credit check(s). Emails which confirm or cancel the order sometimes arrive out of sequence. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.

[PandJ2020]

Unfortunately, that's often a sign that the credit check hasn't been passed.

The number to call is on their help page: https://www.sky.com/help/home  (Click on 'Need more help?')

Or 150 from a Sky service.

[ThomasLamberton]

Okay thanks for the help. How would I go about fixing this issue so I can get the phone as its not saying anywhere apart from that email that the order has been cancelled?

[caesarome]

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@ThomasLamberton wrote:

Okay thanks for the help. How would I go about fixing this issue so I can get the phone

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You can't fix it that easy I'm afraid so you might want to have a read of this:

https://www.sky.com/help/articles/sky-credit-builder

[Daniel0210]

@ThomasLamberton 

Call Sky and ask why but almost certainly a credit check failure.