Mrs

[Saloni]

I would like to buy new contract but it was going to decline i don't understand what's going on because i'm your regular customer and i paid each & every installment on time

[caesarome]

@Saloni 

You are only talking to other customers via here and not Sky support.

If you have failed the credit check then this will be something you need to look into yourself. You could sign up on a free months trial at somewhere like Experian which will give you access to your credit record. If you do this remember to cancel before the free month finishes.

[Daniel0210]

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@Saloni wrote:
because i'm your regular customer and i paid each & every installment on time

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@Saloni 
Credit checks are not solely based on your payment history with Sky,

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. 

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.