Sky mobile order cancelled

[Laneyboy124]

I've been with Sky mobile for at least 5 years. I've never missed a payment. I tried upgrading my phone today and on the website it said the credit check went through fine. But shortly after completing the order I get an email saying it's been cancelled as my credit check failed? 

I'm confused how this is possible when I've not missed a payment. I've never been in debt and don't live in an overdraft. I have within the last 7 months purchased a house with a mortgage and have changed to a joint bank account with my fiancée, but I'm struggling to understand why it's been cancelled.

Any help/ideas would be appreciated, thanks

[Daniel0210]

@Laneyboy124 
Emails confirming or cancelling the order sometimes arrive out of sequence. 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.

Any upfront payment you’ve made should hopefully be refunded after about 14 days.

[63johnw]

Hi @Laneyboy124  unfortunately your previous payment history isn't the only factor that's considered. You could set up an account with Experian to see if that shows anything. I am guessing the house move may have something to do with it. 

[Laneyboy124]

So I've signed up to Experian and apparently I'm not on the electoral roll... but I did vote a few months ago so surely I am on it? But I'm guessing that's the reason the credit was declined?

[63johnw]

My guess too @Laneyboy124 

[DropDeadFred]

I've had the same problem. I've been with Sky for 25yrs and had 6 phones over the years and never had a problem. 
I've tried on line and they have tried to put an order through, but, nothing works.

I have my credit record from one agency and it is clear Experian are being less than helpful.

Sky has lost a long time customer today.

[Kevcfc]

Anyone know how long sky take to cancel your account once they have received mobile phone back

[63johnw]

Hi @Kevcfc  it takes 2-3 weeks to process returns then shouldn't be long after that. 

[caesarome]

@Kevcfc 

Just sending a phone back doesn't cancel your account as you would need to call Sky about this and you must do it within 31 days if recoeving the phone so did you do this ?