New phone

[Hannah1659]

Morning,

I'm after a Google 7/8 for my partner but you keep knocking me back when I get credit check, I've been with you for a long time now I don't see any problems I can afford it can you please sort it out for me if you can I don't want to go anywhere else,

Can you get back to me please, regards marc.

[Daniel0210]

@Hannah1659 
You aren’t contacting Sky Customer Services here. This is predominantly a customer led discussion forum where Sky customers are available to help other customers.

It’s not based solely on your record with Sky. 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 call Sky to chase it up.