Refused due to background checks

[Becca19771]

They don't just use Experian. In my case it was equifax. My address isn't on their database 

[PaulPounder]

Both my Equifax and Experian are really good, so I don't know what the issue is.

I rang them and they said it had been cancelled but didn't know why. The only thing I can think of is that I was ordering one and my wife was ordering one for her and our daughter and they thought three phones at the same time from the same address is a bit dodgy 🙂 

I suppose it's Sky that lose out then.

[Becca19771]

This is what I said to them when I called them this evening. They get £70 a month from me (tv and daughters phone) I've been a customer for 23 years they told me tonight. Lived at my current address for 10 years. No issues. So when they wouldn't accept me, I now get a sim from lebera (bounce off Vodaphone) and I rent my phone from music magpie and upgrade every year. Costs £30 a month. I'll be doing the same in January when I finish paying my daughters off sky. 

[Michelle1900]

It's seems crazy doesn't it? 

[Holdeenio]

There is definitely something (technical) going wrong with Sky Mobile's systems. 

I have had two mobile phones from sky for over 6 years now and when trying to upgrade these handsets to the new iPhones, my order keeps getting cancelled. I have put through four orders, some online, some by their app and one over the phone with them directly and my orders keep failing their "Background checks". Note this is not the same as the credit check. All of my orders are passing the credit check stage.

Having phoned in four times now to get this resolved, I've been sent around the houses, first by Betra, then by Hem and now I'm on the latest agent who has escalated my upgrade case as a complaint.

I've checked all three of my credit reports, one per bureau, I've ensured my address and details match across all three and with Sky and I have a perfect record both internally and externally... it's infuriating when I just want to upgrade the handsets!