topic Re: Issues getting through to sky in Archive

Issues getting through to sky

Landa88 — Tue, 10 May 2022 07:43:28 GMT

Hi, I am having really trouble trying to speak to someone from sky, I'm in financial difficulty due to personal reasons and have an outstanding bill. I work from home and I really can't have the Internet cut off or I won't be earning any money. I can pay the bill in around 2-3 weeks but each time I call sky I just get an automated service saying my account is suspended and I can only pay. How can I speak to someone and explain my situation? Thank you

Re: Issues getting through to sky

caesarome — Tue, 10 May 2022 08:21:12 GMT

The system Sky uses it automated so if your bill isn't paid then your services might be suspended as this applies to all us customers as it is how Sky works if bills are not paid. You could try calling before the billing date but I doubt very much there will be anything they can do for you.

If your services do get suspended then you would have to pay what you owe, and pay the following months bill if at this point you were more than 2 weeks late in paying and setup a direct debit or continuous card payment on your account.

Re: Issues getting through to sky

Daniel0210 — Tue, 10 May 2022 09:01:25 GMT

@Landa88

As your services are restricted, before reinstating your services Sky will require payment in full and also the setting up of a new continuous payment method. If your payment is two or more weeks overdue you will also have to pay the next bill as well.
Depending on your previous payment history you may be able to pay all but £25 which will then be added to your next bill (although this doesn’t apply for a Sky Mobile restriction). Sky don’t allow payment plans (except on a legitimately closed account) or promises to pay in 2-3 weeks.
Once your payment has cleared and is in Sky’s account your services should be reinstated, although this may take longer over a weekend.
When your services are restricted any attempt at ringing Sky is likely to prompt you to pay what is owed first.

Re: Issues getting through to sky

Lisa-P1987 — Tue, 10 May 2022 13:06:04 GMT

If you are unable to pay anything at all towards this @Landa88 the best thing to do is add 141 to the number before dialling, this will hide your number associated with the account. When it asks for your account number just stay silent.

What you want to do once you get through is ask to speak to the accessibility team. OR alternatively you can contact them here via their chat service.

https://www.sky.com/help/articles/contacting-sky-accessibility

Our Accessibility team can have the discussion about your financial vulnerability and try to support with this.