My order has disappeared

[Sian108]

I ordered a new phone and sim on 11/5/24. 
Signed the credit agreement and cleared the checks and both were showing my on my orders saying 'in progress-coming soon' and 'completed- coming soon'. I also received an email from Sky informing me that they have received my order and would be in touch. I have downloaded all the contracts etc..however, I went to check my orders today and it says I have none and I can't track anything. Has anybody else experienced this! My phones on the brink and I was hoping to have a new device quickly but theres been no communication from sky since the 11th! I will give them a call too but this seems strange! 

[caesarome]

If you haven't had any emails about this order, so you haven't been sent the cancellation one that would be sent out if the credit check wasn't past then you will need to call Sky so they can look into this for you.

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

[Sian108]

Thanks for your help. I did receive an email saying an order had been cancelled however, I thought it was that I cancelled the order (I basically added 2 phones to by basket instead of 1). I completed another order after this, completed the checks and had and email from Sky saying they'll be in touch to confirm what I've chosen and how to get up and running. I've received the sky mobile contract summary after this as well. I'll wait for the chat to appear or I'll give them a call. Thanks again.