Mobile order cancelled

[Squell]

Hi, I'm not sure why but twice tonight i've tried to order a new phone and the 60gb contract for the black friday deal, plus an apple watch. Once ordered online, once over the phone. The order was cancelled as soon as I signed the contracts on the website, despite being pre approved. My experian credit score is 10 points away from excellent so I'm not sure why this has cancelled?

[Daniel0210]

@Squell 
The emails confirming or cancelling the order sometimes arrive out of sequence. If you were looking to get a sim only deal then you undergo a soft credit check. For a device you undergo a hard credit check. If you keep trying to order the device this could further impact your credit score.

If you call 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. Any initial payment you’ve made should hopefully be refunded in about 14 days.

[caesarome]

This might have happened if you have failed the second more enhanced credit check that takes place. You can call Sky to find out if this is what has happened as they can answer this for you but as Sky is not allowed to view your financial records they can not tell you why you have failed the check.

[Squell]

I get that its a hard search but if my credit score is almost excellent then theres no good reason for it to fail surely?

[caesarome]

Nobody here can say for sure why you have failed as this will be something you need to investigate and I would start by calling Sky to see if this is why it was cancelled.

[Squell]

Thanks, I will try this but when I called first time and they re-ordered they couldn't see any reason why it had been cancelled unfortuantely, so I assume it will be the same again.

[daveNOS]

@Squell Your credit score is only one part in the decision, the main factor is the amount of open credit accounts on your file, once that passes a set threshold(different providers have different levels) you will be declined regardless of whether you can afford another credit agreement.

[Aoldy]

I've had exactly the same problem tonight. Tried twice and same thing as you describe. I've no issues with credit score either. Must b a problem with the system.

Makes me feel slightly better someone else having same problem 

[Cdac]

I'm having the same problem tonight 😕

[Aoldy]

They've also done a hard credit check as it shown up on my clear score account. Very annoying 

[hitek45]

i think they must be having technical issues I have had the same problem and it is as soon as the contract is signed. 3 attempts and again my experian score is excellent. Customer service no help having spent best part of three hours trying to resolve. 

[jamiec96]

Same thing happenend to me

[Jules51]

That’s very interesting as I had the same thing last night. One order cancelled that I'd done online and then 2 hours on the phone to sky who did it three more times and couldn't understand what was happening. They are ringing me back this afternoon!!! I reckon it's a glitch! 

[hitek45]

They insisted my credit was bad!!! It's not! Finally admitted it was a glitch this mornining after another hour on the phone. Five hours in total spent and the order still won't go through. I also note it is near impossible find a number to ring as they have taken all phone numbers out of the app and website. I finally found the number on an old contract. (removed) IMHO

Moderator comments: removed inappropriate language

[NLauran]

Same thing happened to me today.I have a great credit score no missed payments ever order cancelled after signing the agreement