topic Re: Support with your Sky bill in Archive

Support with your Sky bill

Chloe-W22 — Fri, 27 Mar 2020 15:04:57 GMT

Hi all, I'm creating this thread to provide the best support for general billing queries you may have during this time.

We’re currently only able to deal with calls from our vulnerable customers and key workers, so please don’t contact us.

Our help articles begin here where you can choose which options are specific to your query.

We also understand how important it is on managing your finances at this time and have an article here for extra support.

Please do note although our users can provide generic advice and support to others on the forum, the Sky Community team cannot access customer accounts and therefore cannot help with individual queries.

See here for the latest update on contacting Sky.

Thanks!

cancelling my sky

Midsomer3 — Wed, 04 Mar 2020 21:25:38 GMT

I have a contract with sky probably half waay through my husband has passed away i want to either massively down grade my account . Both for finamcial and i dont want sky sports thank you

Re: cancelling my sky

Annie+UK — Wed, 04 Mar 2020 21:30:04 GMT

@Midsomer3 wrote:

I have a contract with sky probably half waay through my husband has passed away i want to either massively down grade my account . Both for finamcial and i dont want sky sports thank you

That's not really something that is possible to do via the forum, best if you contact sky directly to get yourself sorted

BEREAVEMENT

Midsomer3 — Wed, 04 Mar 2020 21:40:04 GMT

I KNOW I NEED TO CALL SKY ABOUT CANCELLATION MID TERM BUT I REALLY CANT COPE WITH HAVING TO CALL SKY ANY SUGGESTIONS THANKS

Re: cancelling my sky

PeteRG41 — Thu, 05 Mar 2020 06:57:34 GMT

To downgrade your account, log into Sky.com and go to your TV page under "My Account"

So "My Account", then "TV", then scroll down so you can see "Your Package"

https://www.sky.com/myaccount/tv

Click on the package you don't want ("Sky Sports" for example), then scroll to the bottom of the page and hit the "Remove Package" option. This should allow you to remove the content you don't want and thus reduce your monthly bills without losing Sky entirely

If you want to talk to Sky direct, then you can probably ask a family member/friend to call on your behalf and explain the situation - you may need to talk to a representative to confirm your identity before they can move forward with the conversation. If you tell Sky what TV you actually watch for yourself, they should be able to cut things back on your behalf.

I wish you the best of luck with this, having to deal with administration like this after the passing of a loved one is a difficult and tedious task.

Re: cancelling my sky

Mark39 — Thu, 05 Mar 2020 08:03:12 GMT

@Midsomer3 sorry to hear of your loss. Sky offer some help on this difficult situation here: https://helpforum.sky.com/t5/Did-you-know/Bereavement-Sky-account-holder/ba-p/2771314

Re: cancelling my sky

BelsizeTim — Mon, 16 Mar 2020 17:09:44 GMT

@PeteRG41 "Click on the package you don't want ("Sky Sports" for example), then scroll to the bottom of the page and hit the "Remove Package" option. This should allow you to remove the content you don't want and thus reduce your monthly bills without losing Sky entirely"

Except that's not how it works as there's another step after you have removed the package you no longer want. Once you hit 'Continue' you're then taken to a screen that tells you to call Sky.

Where you have to wait on hold for 45 minutes...

Re: cancelling my sky

PeteRG41 — Mon, 16 Mar 2020 17:43:44 GMT

@BelsizeTimYeah, I've been told the same thing. I guess I kind of expected a button that says "Remove this pack" to actually remove the pack. Since I don't want to actually remove packs from my account, I've never actually pressed the button to see what it actually did.

Coronavirus & bills.

Windy33 — Thu, 19 Mar 2020 02:30:28 GMT

We are now all in the same boat. My question is.. if we have to take time of work for this virus and only getting SSP what will happen to my sky bill if I can't afford to pay the whole bill or pay online half.

Re: Coronavirus & bills.

Chrisee — Thu, 19 Mar 2020 05:32:52 GMT

@Windy33 if you miss your payment your service willl cease. Sky have announced they will allow people to pause their Sky Sports subs but nothing else as yet. PayTV is not a necessity but Sky may introduce a method of delaying payment but as yet this is what they are saying https://www.sky.com/shop/covid19-customer-update?irct=CHP-tile

Re: Coronavirus & bills.

BandOfBrothers2 — Thu, 19 Mar 2020 05:35:40 GMT

@Windy33

I would suggest to speak with Sky Customer Services as soon as you feel you wouldn't be able to pay your bill.

If a person is locked in then they are committed to pay unless Sky makes any type of arrangement with you.

For people who can't work due to self isolation etc there is ssp and I believe Universal Credit for eligible people.

I wish you all the best.

Re: Coronavirus & bills.

Rhonny — Thu, 19 Mar 2020 07:11:46 GMT

Edited for empathy purposes....

Re: Coronavirus & bills.

Chrisee — Thu, 19 Mar 2020 07:03:37 GMT

@Rhonny whilst you are correct a lot of people are bound by contract and could face large cancellation bills. Hopefully Sky will have some scheme to allow delay of payment or ability to pause the contract but given their ham **bleep** attempt with Sky Sports I am sceptical.

A lot of peope are very worried about the next few weeks in my opinion Sky shouldn't add to those worries by sticking to their contract terms.

Re: Coronavirus & bills.

PeteRG41 — Thu, 19 Mar 2020 07:30:15 GMT

It's still early days in this rapidly changing situation. We can't really expect Sky to have a "pandemic" folder on the shelf with the perfect solution to the various phases of what we're going through.

As always, if people have problems paying their bills, then they should contact Sky - just the same as before. Sky might put a plan in place to help people in need get over this time but at the same time need to protect against people who are perfectly able to pay their bills from trying to get out of it.

Sky Q is and will remain a "premium" product aimed at people who can comfortably afford the service.

Re: Coronavirus & bills.

Kris1075 — Fri, 20 Mar 2020 17:44:30 GMT

im in a bit of a pickle with my bill being 6x the amount it should be. i rung up and was told no one can help me resolve this right now. ive had to cancel my direct debit and everything to sky dont take £££ amount out of my account. ive no idea what im supposed to do as theyre trying to charge me literally 6x my billing amount but i cant speak to anyone about it

Re: Coronavirus & bills.

Rhonny — Fri, 20 Mar 2020 18:59:46 GMT

@Kris1075

Cancelling your direct debit is a poorly thought through move on your part as it will impact your credit rating when they can't take any money and you get a black mark against your name for a failed payment, which lasts years and might make getting any credit difficult.

You should have just called back, or tried Twitter or Facebook or text service to make contact. So try to contact them again to see if you can sort this out, and can reinstate your direct debit.

Re: Coronavirus & bills.

63johnw — Fri, 20 Mar 2020 19:10:58 GMT

Hi @Kris1075 what have you been charged 6 times your normal amount for? What has changed from your previous bill ?

Re: Coronavirus & bills.

Kris1075 — Fri, 20 Mar 2020 19:14:42 GMT

I have apparently not returned my sky Q equipment from when i cancelled my tv. I returned it on time etc because i had to use some photo link i was text to take a picture of my postage receipt. plus im being charged for changing my broadband package, but i changed it a month ago and that charge is on last months bill, ive no idea why im being charged it again.

This is why i need to contact sky, because of these extra charges i should not have.

Re: Coronavirus & bills.

Chrisee — Fri, 20 Mar 2020 19:47:10 GMT

@Kris1075 Write to the post address innthis link How to make a Sky complaint | Sky Help | Sky.com

Re: Coronavirus & bills.

Paulonthetelly — Sat, 21 Mar 2020 11:58:34 GMT

@Kris1075 , you have my sympathy regarding incorrect billing. You may be better off resolving by post. Irrespective of the corona virus contact with Sky has gone to pot. You used to be able to do it all online with chat. A technological company but frustratingly you have to dial up and q. Ah yes perhaps that's why the call it Sky Q as you have to form a queue....