Refused for upgrade

[Jo2411]

My husband was today refused an upgrade on a handset.  It said he failed background checks - we have never defaulted on anything or had any credit refused ever.   We have five phones in our household covered and were just upgrading our daughters.  We have been with sky for mobiles and TV for many years and have no issues re credit history.  I am completely shocked as we phoned two days ago to upgrade and the girl negotiated a new data plan for us but couldn't take the deposit for the phone so told us to do it online.  So now stuck wondering what to do as we are all with Sky and love the fact we can bank unused data and send to duaghters when they have run out.  Has anyone else had this issue?  Also my phone is due an upgrade so worried we will have the same situation when we go to upgrade for me.

[Daniel0210]

@Jo2411 

Edit- your other post has been removed to prevent duplication of replies.

Presumably your husband is the account holder as he failed the credit checks. 

For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. 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.

Also perhaps check that Sky have the correct spelling of your/his name.

Any upfront payment he has made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case he would need to contact Sky to chase it up.

This link may also prove useful
https://www.sky.com/help/articles/sky-credit-builder

[Jo2411]

Yes he is the account holder. I am aware of the checks that are made and his credit file is absolutely fine.  Just cannot believe that this has happened and now we are faced with 5 devices which may not be able to be upgraded when there is nothing at all on his credit file.  Knowing my husband he will want to leave them now.  They get almost £200 a month from us between TV, broadband and mobile contracts.

[Daniel0210]

@Jo2411 

Has the family changed address since the last credit purchase? 

[Holdeenio]

Hi Jo. Look through other posts on the forum with this exact topic.

i have an active complaint open with Sky for the same issue. Been with them for 5 years, perfect history with them AND EXTERNALLY. 

I work in finance and have a thorough understanding of credit report (professionally).  There is no reason for them to decline to offer me mobile phone upgrades... yet here we are.

my complaint has been open for over a month and no response yet. I have given them permission to "manually review my file" but still no update.