topic Re: Billing - service restricted in Archive

Billing - service restricted

Bobluke+1 — Fri, 17 Dec 2021 12:56:28 GMT

I had an outstanding bill from 01 Dec, so 1 month behind. I called on Monday to inform customer services why and that this was due to a family emergency and i didn#t have the funds at the time. I informed the call handler that i would be paying the full amount outstanding on Tue 21st Dec. He informed me that my service would not be restricted as long as i met that date. I have just had my service restricted today and i am very unhappy about this, especially as the handler said in the unlikely event that it happened to call back and they would sort straight away, no matter what number i try - i just get the message that i have to make payment and impossible to speak to someone to explain the above.

The handler said he would make the notes on my account, so obviously these have been ignored.

Very unhappy and if restrictions not lifted today i will not pay on Tuesday and not return to sky again.

Re: Billing - service restricted

GD1 — Fri, 17 Dec 2021 12:59:44 GMT

@Bobluke+1 As Skys systems are automated then if payment isn't made your services will be restricted when your bill is overdue. I've never heard of Sky allowing services to be left running on the back of a promise of a payment.

Re: Billing - service restricted

SKY1992bf — Fri, 17 Dec 2021 13:03:12 GMT

@Bobluke+1 Unfortunately what @GD1 says is correct, regardless of whether the agent says they would put a note on account it won't override the automatic system if payment is overdue

Re: Billing - service restricted

Bobluke+1 — Fri, 17 Dec 2021 13:21:40 GMT

What i am finding most annoying, is that i was told to call if my service did get restricted and they would sort straight away. So, no matter what number i call it puts me directly through to a payment system to make payment and it is impossible to speak to someone about this situation.

Unbelievable customer service - shocked !

Re: Billing - service restricted

PandJ2020 — Fri, 17 Dec 2021 13:24:51 GMT

You could try calling from a number they don't recognise to get to speak to them. (OR try 141 prefix to withhold)

But threatening not to pay won't be a good way of resolving this as you are contractually obliged to pay. Should you want to leave Sky then make good your debt first and give the necessary notice to leave (assuming you are not within a minimum term where you can't cancel).

Re: Billing - service restricted

caesarome — Fri, 17 Dec 2021 13:27:18 GMT

If you are struggling to pay your Sky bill then you need to contact Sky before the bill is due to be paid because as you have discovered once it is overdue the automated system will suspend the account no matter what you were told via the phone. All you can do now is to pay all bar £25 then you should be able to get through to talk to Sky once you have set up a direct debit.

Re: Billing - service restricted

NickNewark — Fri, 17 Dec 2021 13:58:27 GMT

To not pay again will restrict services further and yes you could leave but you will still need to pay the outstanding amount.