Upgrade order confirmation

[allan1987]

I have ordered the s26 ultra as an upgrade last week however i have not yet had any form of confirmation that it's been ordered. No documents showing in my account ether. I have made the down payment of £12 but haven't received anything else. Is this normal or do i need to call sky? I'm aware that it's currently pre order but would have thought i would have received some form of confirmation by now.

[-Pearlx-]

Good morning Allan, thanks for getting in touch. I’m really sorry you haven’t received any confirmation for your S26 Ultra upgrade yet, I know that can be worrying, especially after making the upfront payment. You should normally receive some form of order confirmation or see the documents appear on your account, even with a pre‑order, so we’d definitely like to check what’s happening for you.
 

If you can send us a private message, we’ll take a closer look at your order and make sure everything is moving as it should be. Just drop us a message and we’ll be happy to help.

Thanks, Pearl 

[allan1987]

Thanks pearl, just tried to contact online chat and they told me there was a problem so i ordered through online chat and they took payment but again was unsucessful, no record of the order. So then spoke on the phone, they have put order through and took payment again but again no contracts through and no record of the order. so was transferred again and same process again, took the order took the payment and still no record of the order. in total they have now taken 4 sets of payments and 4 orders and absolutely nothing showing on my account. The call was eventually ended by sky. Absolute madness, I'll call again tomorrow.