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Discussion topic: Sign your credit agreement

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This message was authored by DeeSmithy This message was authored by: DeeSmithy

Sign your credit agreement

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


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DeeSmithy
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This message was authored by DeeSmithy This message was authored by: DeeSmithy Answer

Re: Sign your credit agreement

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.

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This message was authored by caesarome This message was authored by: caesarome

Re: Sign your credit agreement

Posted by a Superuser, not a Sky employee. Find out more

@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

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DeeSmithy
Topic Author
This message was authored by DeeSmithy This message was authored by: DeeSmithy

Re: Sign your credit agreement

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

This message was authored by caesarome This message was authored by: caesarome

Re: Sign your credit agreement

Posted by a Superuser, not a Sky employee. Find out more

@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.

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If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
DeeSmithy
Topic Author
This message was authored by DeeSmithy This message was authored by: DeeSmithy

Re: Sign your credit agreement

Thanks for your assistance 😁 Fingers crossed 🤞

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Sign your credit agreement

Posted by a Sky employee

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

Thanks

Lisa - Sky Tech Team Expert
DeeSmithy
Topic Author
This message was authored by DeeSmithy This message was authored by: DeeSmithy Answer

Re: Sign your credit agreement

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.

This message was authored by Daikwik This message was authored by: Daikwik

Re: Sign your credit agreement

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 🙂

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