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.

[Jo2411]

We contacted them again and they ordered the phone over the phone - husband got the contract sent he signed and about fifteen minutes later got a message to say it had been cancelled again!   We raised a complaint over the phone and then three days later get a message saying complaint has been closed - no info or anything!   We are utterly done and hubby is now insisting on leaving as soon as each existing mobile and tv contract ends. 

[Daniel0210]

@Jo2411 

Repeating the order won't be helping the credit score. The credit checks are based on multiple factors. 

[Jo2411]

Hi Daniel I am perfectly aware of this we have not tried to order again.   Please be aware I have a finance background and on that last occasion sky assured us on the phone that the upgrade could be done - as I stated the credit agreement was even signed.  I think there is something wrong with their system.  Also Equifax and Experian have updated and there is no sign of several hard searches being done so again something not quite right with their system.  

[Sarah452]

Apparently you can't have 5 items from sky on the same check as I was informed this when I had 2 mobiles tablet and watch and wanted something else but they wouldn't allow it that might've been the reason for rejection 

[Jo2411]

We have three phones under contract just now and this was one which had run out of contract so upgrading.  Renewed my other daughters in April when we would have had four under contract  so I don't see the issue now if it was ok before?  And if that was the reason then why don't they just tell you why it's been rejected?  Would save a lot of hassle and stress.  But also now beyond frustrated that our complaint was closed without any discussion or feedback after three days. 

[AndyB46]

Your scenario is exactly the same as mine. I've been with Sky for many years, Sky mobile for 5 years, and have always had at least 3 contracts running at the same time. The phone my son uses is now ready for upgrade. I tried to upgrade online and was refused. Called them today, was told it was probably a glitch so was passed through to someone to arrange over the phone. I got to the end of that process and was then again told I'd failed the credit check.

I've never missed a payment in my life, I've been with Sky for 16 years and have just renewed my Sky tv for another 2 years (on Xmas Eve) My Experian and Equifax scores and both very good as of today, so no issues there. 
I'm very annoyed with this, it's been my family mobile provider for 5 years and now, all of a sudden, it seems like I can no longer use their mobile services going forward. 
I am considering getting rid of my other Sky products due to this. It may be petty, but if I'm not a safe enough bet for my mobile phone contracts, I'm surely not safe enough to have any other products. 
Seems like a Sky VIP diamond member with a perfect payment history and a healthy credit score from the two companies Sky mobile use, is no longer good enough! 

[Daniel0210]

@AndyB46 
Also perhaps check that Sky have the correct spelling of your name.

[AndyB46]

They have the correct details. I originally went through the app, so was signed in with the same details as the last 16 years. When I called them, as I'm sure you're aware, I needed to verify my identity before Sky would proceed through the stages. I got through to the final part of the process before being informed I had been refused, so identity verification wasn't the issue. 

[Jo2411]

Thanks for this Andy.  I do believe it's a glitch as we are exactly the same and I have seen some other posts which are similar.  We have three current mobile contracts and our tv contract.   We had 5 contracts at one point along with our tv.  My husband is the same as you he is done with them now and will not be renewing all contracts as they expire.  
Added to that my father in law is now having issues with them as a tv customer.  
Customer service is atrocious as you get passed from one person to another having to explain your situation several times.  

[AndyB46]

It's maybe worth calling through to the cancellation department. That's usually when you get someone who is more equipped to deal with the issues. They usually try to do all they can to retain your custom. 
That may be my next step if, in the next couple of days, I don't receive the call back I requested earlier. However, that may not be much help either, as I'm sure the guy I spoke to earlier said Sky mobile didn't have anything to do with Sky when it came to credit agreements 🤷🏻‍♂️