@KarenDuns
It’s possible you may have failed the required credit check(s). 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 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.
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NOTE: I only provide help on the forum boards so Direct Messaging is switched off
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Sky customer since 2001
with:
Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
