topic Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint! in Archive

My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Btsc9700 — Thu, 15 Sep 2022 13:33:20 GMT

My broad has been cut off due to non payment of this months bill, however I have an ongoing complaint with sky over how much they're charging me, and they just keep saying they are passing it to a different person each time I talk to them, and now I can't even call sky without it telling me to pay my bill before I can speak to anyone on their team! Please help!

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

SKY1992bf — Thu, 15 Sep 2022 13:34:36 GMT

@Btsc9700 If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts

If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Mark39 — Thu, 15 Sep 2022 13:41:01 GMT

@Btsc9700 I,understand the,frustration, but an ongoing complaint doesn't mean you should refuse payment of your bill. Even if Sky have got it wrong, your bill covers services you have correctly received and not paying will only make it harder to resolve the issue. If Sky have got it wrong, then will, of course, reimburse any overpayment.

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Btsc9700 — Thu, 15 Sep 2022 13:42:42 GMT

I've been making payments. Up until they told me not to pay. Due to an error on there side!

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

SKY1992bf — Thu, 15 Sep 2022 13:47:15 GMT

@Btsc9700 They should not have told you not to pay as the system is automatic, there is no way they can override it

therefore the original advice applies

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Btsc9700 — Thu, 15 Sep 2022 13:58:13 GMT

That's strange then. The amount outstanding is over 4 months worth, however I only stopped paying this month.

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Mark39 — Thu, 15 Sep 2022 14:13:16 GMT

Your complaint has been ongoing for 4 months?

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Btsc9700 — Thu, 15 Sep 2022 14:39:43 GMT

My complaint has been ongoing since July 2022 @Mark39

I've been paying my bill every month, apart from this month.

Re: My broadband has been cut off, because of non bull payment yet I have have an ongoing complaint!

Mark39 — Thu, 15 Sep 2022 14:48:36 GMT

We're not seeing the full picture here, so best you deal with it directly with Sky.