Sky mobile

[Tj01_11]

Hello, I am wondering if I'm missing something, I've had a sky sim deal for a while and I've never missed a payment. I'm in need of a new phone so I thought why not go with sky, I selected my phone and went through all my details, I then had to undergo a credit check which I did and it came back successful so I then paid my deposit accepted my terms and conditions and signed what I needed to sign I then received confirmation of my older and even tracking, my sky app updated showing my device on my payments selection, I clicked it on it and showed me my payments where I can swap etc... it also showed me the total bill of how much I will pay in total. I then 2 hours received a email saying my order has been cancelled with no explanation just that my order has been cancelled, I can't understand why.

[caesarome]

@Tj01_11 

This might have happened if you have failed the second more enhanced credit check that takes place. You can call Sky to find out if this is what has happened as they can answer this for you but as Sky is not allowed to view your financial records they can not tell you why you have failed the check. You might want to look into this yourself by signing up to a site that allows you to view your records, one credit checking site they use is Experian so you could sign up to a free trial with them, just remember to cancel.

If this is the case then any upfront charges that you have paid should be refunded within about 14 days.

[Daniel0210]

@Tj01_11 
It’s possible you may have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel 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 be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.

[nasro1]

hi I missed payment and you never come to my bank and I don't know why and I need to pay right now I need somebody to contact me thank you so much

[63johnw]

Hi @nasro1  you aren't talking to sky CS here so you will either need to call sky on 150 or use the social media links at the bottom of this page to contact them for help. 

[Daniel0210]

@nasro1 

No one will / can phone you. Your Community tag name isn't linked to any Sky accounts you have so no one knows who you are.

Are your mobile services restricted due to you missing the payment?

If they are, Sky won’t reinstate services until you’ve paid what they believe you owe (regardless of any individual circumstances) and you’ve also set up a new continuous payment method.

If your payment is two or more weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription.

Restrictions of services are automatic and are only applied due to a missed payment/s. Agents at Sky can’t override the process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/