topic Re: Bill affordability in Sky Mobile

Bill affordability

Stevemind — Fri, 12 Jul 2024 19:46:10 GMT

Hi sky mobile customers, I've hit a problem with my bill affordability. Been with this network well over a year, but after losing my job and my partner has not been well (heart attack) I'm becoming a full time carer, I've never missed a payment as yet. I spoke to CS about maybe delaying my payment and they have extended my time to pay on the 25th, but payments from my card are still attempting (even though they said it wouldn't). Are these contracts set in stone? As life isn't and things can change ! I've seen there is a social tariff for those on benefits (on uc) would or could they change mine over? Obviously I need a working line and I'll ring 150 tomorrow, but it's quicker here..Has anyone been able to renegotiate a contract due to unforeseen circumstances?

Thanks

Re: Bill affordability

Daniel0210 — Fri, 12 Jul 2024 19:49:09 GMT

@Stevemind
This is the billing process which applies to us all…

If you have a Continuous Card payment method set up, if the payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. We've been informed there is no grace period and only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise.

Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

Re: Bill affordability

Daniel0210 — Fri, 12 Jul 2024 19:54:58 GMT

@Stevemind wrote:

I've seen there is a social tariff for those on benefits (on uc) would or could they change mine over?

@Stevemind
This link explains the process if you’re eligible for Sky Broadband Basics.
https://www.sky.com/help/articles/sky-social-tariff

Broadband Basics is only available to customers who already have Sky Broadband and to add the Sky Mobile offer, you’ll need to be taking Sky Broadband Basics, and:
a) Already have Sky Mobile and a 3GB data plan.
b) Or you can add a new 3GB data plan with Sky Mobile.

If you are eligible you’ll need to call Sky to join.

Re: Bill affordability

GD1 — Fri, 12 Jul 2024 20:02:43 GMT

@Stevemind If your referring to a device you got on credit then unfortunately you are exopected to continiue payments for this as per your credit agreement.

For Sim plans if you've had it 12 months or more you can look to go to a lower data plan if one is available.

My advise would be to seek help with any outstanding bils going foward through the likes of step change or Citizens Advise.

I would have a read if the advise here https://www.sky.com/help/home/your-account/account-my-bills-and-payments/difficulty-paying/billing-and-debt-management/articles/billing-and-debt-management