Mobile order cancelled

[Leigh+Romaime]

I've had same issue today, ordered twice, once online and once over the phone, both times order has been cancelled. I presumed it was to do with credit checks but I've had a text from sky tonight saying that there has been technical issues which have caused my orders to be cancelled and to reapply, I have gone ahead and reapplied and I haven't had a cancellation yet, my earlier orders were cancelled within minutes but it's been 40 mins and no cancellation yet so fingers crossed it was just a system error 

[customerAA]

Happened to me as well- excellent credit score happened last night and this morning. I did it over the phone and it was also cancelled. I was told over the phone that the issue was fixed on the morning of the 25th, and if it cancels now there is nothing they can do. But judging by the comments here that's not true as all orders phone or online are being cancelled. This was going to be my first sky device but the customer service has been terrible! Making me rethink! 

[Cdac]

Can't believe they've not bothered to fix it. 

[ajscott95]

Hi,

I have done a sky mobile order 3 times in the last 2 days for iPhone 14 pro, 60gb data plan Black Friday deal. All are followed by a cancellation email after credit check passing. Sky told me to get in touch with Experian and my credit score is all good so surely this is a sky issue? Other than that they can not help.

[Daniel0210]

@ajscott95 

If you have failed the more enhanced credit check repeating the orders will only make matters worse, however, a few customers have found themselves in your position in the last few days so it may be a glitch at Skys end. 

[ajscott95]

Just spoke to sky and they have said it is the background credit check that has failed so to get in touch with Experian and Equifax, done the Experian credit check and came up excellent so can't understand this. Basically told I can't get a device with sky for 3 months...

[Cdac]

Hey again everyone, it looks like this issue of cancelling after signing has been fixed. My order has not cancelled for 2 hours., touch wood. 🪵 

[hitek45]

Mine seems to have gone through also. Now if only they could fix the issues with yahoo mail and the fact that my mobile number is returning an invalid number message to anyone who tries to call me I'll be happy.

Seems nothing works at sky these days☹️

[jessbond]

I had this issue too order went through a second time and its been a week. Ive woke up to a cancellation email again stating "technical error". 40 mins on phone to customer services who put order through again to be cancelled again in minutes. Both Experian and Equifax say no searches on my credit report at all. Very annoying. 

[ajscott95]

Update on this, after loads of calls to sky they told me to phone Experian and Equifax who both said everything was ok and was no issues. Back to sky but the background team would take a week to investigate, eventually I had to phone sky as they did not update me as promised! Their answer was the background team states everything is now ok and can replace the order... when asking 5 times what the issue was they refused to answer and repeated their self saying the background team say you can replace the order. Clearly a sky issue, yet to make an order with sky after all this hassle and still awaiting a 3rd refund for upfront cost. Very poor from sky as all the Black Friday deals are now gone and was told there is nothing they can do to honor the deal I purchased 3 times for it to be cancelled over and over.

[sunking]

Has anyone else had this issue this week? I started putting through an order a couple of days ago but had technical issues and never completed the order. Tried again yesterday. Had to enter all my details which I thought was strange at the time as I was logged into my account. A few hours later I got an email confirming cancellation of my order. No explanation. My credit score is excellent

[customerAA]

I didn't get it resolved, I went to currys in the end and bought an ipad on credit, which was interest free, and cheaper than a contract with sky. It worked out cheaper in the end and still paid monthly, but could also pay it off quicker if I want to! If your getting a phone, and have good credit that would be my advice, and then get a sim only deal. No idea what's wrong with skys process, as I had excellent credit with transunion and experian, they also put 2x hard searches on my credit report and still couldn't get a contract. There was nobody to speak to for help either, they kept saying the problem was with my credit report. But currys had no problems giving me interest free credit.

[Jemma2109]

Hey, 

this has happened to me now also! 
I spoke with sky on Monday... the credit agreement was never received as they took my email down wrong so I called Tuesday and got a credit agreement. I signed it this morning and instantly it was cancelled. 
I called and they told me they could see why it failed but could not tell me... I call Experian and equifax to be told nothing is wrong with my credit. In fact it's excellent and so I called my bank to check everything was OK and no attempted fraud on my accounts. 
I called again and they tried again... after 5 mins it was cancelled again. They told me there is nothing they can do and that they cannot help. Very frustrating. especially as I passed the initial checks and failed after signing the credit agreement. 
tried another company and got rejected there too and surprise they use equifax as a credit checker too! So it's got to be a common denominator or a coincidence. 
either way looks like I have to take my business elsewhere. 

[sunking]

I spoke with sky on the complaints message Sunday. They couldn't help me. It was actually a back room office ce with no direct number that would deal with it. Whilst I was on the chat they had tried to call but I didn't take the call. They left a message they would call Wednesday. I told chat this would be too late as going away. They did try a couple of times Monday. Yesterday I thought I'm gonna try again and if it recognises my details I think it would be ok. There's no reason in my credit history the order would be cancelled.  Long story short it was delivered at 8:30 this morning.