Order issues

[Jenna291]

Hi there just looking for a bit of advice, I ordered a phone on 18/10/24 and it went through okay, I received an email the same day at 18:35 to say the order was cancelled and then another email at 18:36 to say it had went through and delivery details would be available soon. When I log into sky it just says I have an order in progress and shows as completed coming soon. Will this order be delivered or has it been cancelled? Has this happened to anyone else? Thanks. 

[Daniel0210]

@Jenna291 

You probably need to call Sky. 

It’s possible you may have failed the required credit check(s). Also, emails confirming or cancelling 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 hopefully be refunded after about 14 days.