Sign your credit agreement

[DeeSmithy]

I have tried to sign up to Sky Mobile twice now, but due to an ongoing issue, it doesn't seem to be working and after spending hours on the phone I am at a loss as to what to do as the agents on the phone just want to cancel my order and resubmit, which has already been done once to no avail. 

Below is the issue I get after the order is processed:

When logging on to the account I am presented with the pop-up saying the following:

Sign your credit agreement

Please remember to sign your credit agreement by 26/04/2024 23:00 to secure your delivery date.

When I click the link I get an error stating the following:

Please ask the account owner to sign the CCA

They can do this by clicking on the MySky App link in the confirmation email which will help you sign in with the account owner's credentials.

The first order was linked to my main Sky TV account and suffered the same issue, this was cancelled and resubmitted and the same error happened. After another hour on the phone, they de-linked my email and added my husbands as a way of resolution but the orders still show the same error.

I have noticed people getting this error resolved when escalated here so this is why I have posted.

If anyone could advise that would be great as I'm going in circles at the moment.

Thanks

[caesarome]

@DeeSmithy 
Have you lonked your mobile account to your Sky ID as per this:

https://www.sky.com/help/articles/link-a-sky-id-to-your-sky-mobile-account

[DeeSmithy]

Hey, thanks for the reply. 

Yes, the first order was linked to my original Sky ID account (TV & Broadband), that order was then cancelled and resubmitted and it had the same failure.

Another email address was used to link the accounts (Husbands) and again the same problem has happened.

Thanks

[caesarome]

@DeeSmithy 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed.

This isn't a live chat so replies are not instant.

[DeeSmithy]

Thanks for your assistance 😁 Fingers crossed 🤞

[Lisa-P1987]

Thanks for escalating this. We’ve sent @DeeSmithy  an invite to chat.

[DeeSmithy · Accepted solution]

Just to update the thread, this wasn't resolved.

The online help was great but ultimately they couldn't help to resolve this and suggested the advisor I was speaking to over the phone previously would be able to help and he called me back today.

They wanted to cancel and re-submit another order, meaning going through the whole credit process for a third time or by asking my husband to do it in his name which doesn't solve the problem. I declined and the orders were cancelled. (Three phones for the family).

I am a little shocked that this is as far as Sky could go, there is an issue somewhere but the only option I had was to try again (definition of madness right there) with no technical support or anywhere they can escalate a problem.

[Daikwik]

I have got exactly the same issue. been trying to reolve for days now. am expecting a call back from Tech team to resolve later. fiungers crossed.

the suggested log out and back in has not worked for me 🙂

[f1ncis]

@DeeSmithy 

Hello, we are having the same issue

Was you able to get this resolved and if so, how did you manage to do this,

Thank you

[apple18]

This is a major problem and Sky has not fixed this

[Doubledee222]

I had the same issue, I logged on with a whole new complete laptop, then signed into my sky mobile via sky ( not app ) then clicked on the top right hit credit agreements and bobs your uncle, this was g, sAFTER sky technical (Removed) claimed it doesn't affect which believe me it does if it doesn't show my personal info I would happily upload the evidence that sky have in effect totally trashed my Credit Ratino guys go elsewhere if they immediately offer to cancel then reorder as THIS WONT resolve, all they would need to do is RE SEND the credit agreement to the linked email address

please contact Experian requesting they remove the search immediately and provide evidence you have contacted sky about it and they will then report it 

(Removed)

Moderator note: Removed unfounded allegations

[TonyL1]

I've had the same issue with being unable to sign my credit agreement. I've tried to call Sky numourous times, tried different web browsers, devices and gone through the various steps the advisors suggest numourous times with no success.  I've been cut off twice while speaking to them and no-one has phoned back and on Monday I was assured the issue would be resolved within 72 hours but (predictably) it hasn't been. 

When I go onto Sky.com I'm directed to the MySky App, when I go to the app I receive a message stating "Please ask the account owner to sign the CCA".

The level of service is incredibly poor, and being expected to repeatedly go through the same steps of switching devices, switching browers and deleting cache and browser history when I speak to an advisor when the problem is clearly at the Sky end is very frustrating.