Mobile order keeps getting automatically cancelled

[doubletime]

For the past three days every time I sign up to Sky Mobile, whether online or on the phone, I receive confirmation of my order and then immediately receive an email from Sky cancelling my order. It's not my credit card or carrier I want to port my number from. This is a glitch on Sky's end. Anyone else experience this? If it helps I'm ordering eSIM. Thanks. 

[Leighfolly]

yeh having same problem upgrading. im passing everything but keep gettring cancelled 

[Daniel0210 · Accepted solution]

@Leighfolly 

Still likely to be failing the credit check I think. 

For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any 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 contact Sky to chase it up.

[doubletime]

Spoke with Sky and the problem was a glitch in their system relating to new signups requesting esim. The problem has beeen solved on their end.

[mead38]

I've just phoned sky and told them problem he put SIM order through whilst I was on phone and passed credit check immediately, tried to charge me double what I was offered but soon got that sorted

[Paul-Creamer]

I have had this problem 3 times in the last 5days. I know it's there fraud department checks that are cancelling it. 

[Daniel0210]

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@Paul-Creamer wrote:

it's there fraud department checks that are cancelling it. 

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@Paul-Creamer 

So, you're failing the credit checks. 

[caesarome]

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@Paul-Creamer wrote:

I have had this problem 3 times in the last 5days. I know it's there fraud department checks that are cancelling it. 

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The repeatedly ordering it isn't likely to see you pass the credit checks.

[Paul-Creamer]

Hi, Im not failing the credit checks. I have an excellent score on experian and equifax. In fact I already spend over £200 a month with sky, and am a VIP customer having been with them for over 25 years. I had this same issue with them about 2-3 years ago, and it turns out there was a marker on my account of a potential fraudulant attempt to open a contract. Once I eventually spoke to the fraud team, they confirmed it was not my creditworthiness but this marker that only the fraud team could see. On the phone yesterday to sort it out and the lady said I was the second person that day, that had the same issue of being accepted then immediately cancelling. Why dont they have a team that if your a customer already and this happens they call you to sort it out. Not VIP service when im having to chase them umpteen times.