Unable to upgrade phone due to credit score even though credit score is "Excellent"

[EndeavourHolmes]

Hi, I'm trying to upgrade my phone as I paid off my current plan over a year ago so I'm eligble to upgrade; but everytime I try online or contacting via phone and chat it says I failed the credit score checks? My credit score is "Excellent" according to Experian which is one of the providers Sky uses but it still says I've failed, I asked if there was any way I can provide them a copy of my report to prove it to them but no one could answer me. Is there anything else I can do or is there any other team I contact to work around this?

[Daniel0210]

@EndeavourHolmes 

No, afraid not. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

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 score.

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 contact Sky to chase it up.

[caesarome]

@EndeavourHolmes 

Make sure all your details on your credit record are correct and that there are no spelling mistakes.