Multiple credit check approved

[JSCD]

Hi all, 

On 22nd July I ordered an iPhone 17 and a free SIM card with 100mb online. I passed the credit check and then tried to pay a £12 upfront fee and the website crashed. 

I called up and explained the situation and the caller said they could see what happened and said they could resolve it by duplicating the order but I'd need another credit check. I explained I was reluctant to do it again because I'll be applying for a mortgage in the near future and concerned that another credit check on the same day may look bad on my report. She understood but said there was no other way. 

I successfully passed the second credit affordability test but was then informed the free 100mb sim was not added in time. 

a new 100mb sim would be £5 a month, subject to another credit check. Or they could cancel the entire order and start again to add phone and sim. But another credit check would be required. 

im really annoyed because if the website hadn't crashed it wouldn't be an issue, and if the operative on the call added the sim at the right time there wouldn't be an issue. I now have two credit checks on my report and nothing to show for it. Any ideas how I can resolve this issue? 

I really want to leave sky now, and cancel my tv, broadband, mobile contracts and go with another supplier. I've been with sky almost 20 years and can't not find any help. 

[caesarome]

@JSCD 

All we can suggest you do as you did before and talk to Sky which is what you will need to do if you want to cancel Sky TV as they need 31 days to cancel it. With Broadband you can sign up to an alternative supplier who will take  over your line.

[JSCD]

I called back on the 23rd and this time the operatives couldn't have been more helpful. All issues were resolved and explained well. 

I was expecting a battle over the phone but was very pleasantly surprised. 

new phone arrived this afternoon and my son is very happy, just waiting for my new, free sim and then I can transfer to my sons old phone and I should have a delighted daughter