You are talking to other customers only here and not Sky support.
What they might have meant is the order they put through for another device got cancelled due to you failing the credit check that takes place.
If you have failed the credit check then this will be something you need to look into yourself. You could sign up on a free months trial at somewhere like Experian which will give you access to your credit record. If you do this remember to cancel before the free month finishes.
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