Understand if my contract has been cancelled

[Andrew43]

So I have ordered a phone and it says that it has been canceled so I rang sky mobile contact number and they had informed me to order one again as it was canceled due to technical issues so I re ordered the same phone and it's canceled again I want to know if my contract has been canceled and also if my direct debit has been canceled and I don't want to have payments coming out of my bank if my order has been canceled and will I be getting refunded the 24 pound upfront payment for both phones 

[Daniel0210]

@Andrew43 

Maybe not a technical issue. It’s possible you may have failed the required credit check(s). 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.

[caesarome]

@Andrew43 

Are you receiving emails saying your order has been cancelled as usually 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.