Order cancelled

[ellabrooke03]

I recieved an email saying there's been a request made to change details on my Sky account, then 7 minutes later I got an e-mail saying my Sky mobile order was cancelled. In addition to this, when I go on my account and my orders it still says in progress. I am very confused on if I was hacked or if my order was even cancelled?

[Daniel0210]

@ellabrooke03 

Have you actually made a recent order? 

[ellabrooke03]

Yes, I ordered a phone on Friday.

[Daniel0210]

@ellabrooke03 

You perhaps need to contact Sky to confirm but it's possible you may have failed one of the required credit check(s). 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.

[ellabrooke03]

@Daniel0210 Yes, I ordered a new phone on Friday. 

[ellabrooke03]

Okay, thank you!

Do you know the number to call Sky? I can't find one anywhere. 

[Daniel0210]

@ellabrooke03 
These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: for any customer whose services are restricted due to a missed payment phone contact is unlikely to work.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note ~ ROI customers 🔹If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[ellabrooke03]

Thank you!