topic Re: over due bill in Account & Billing

over due bill

stuart3009 — Thu, 18 Jul 2024 13:54:00 GMT

just noticed that i have an outstanding balnce ive never failed a payment but on this occasion i had now when i TRY!!! to phone up and speak to advisor all i get is please clear the balance so how can i speak to advisor when it wont let me

Re: over due bill

Mark39 — Thu, 18 Jul 2024 13:55:14 GMT

You'll have to settle the outstanding balance first.

Re: over due bill

daveNOS — Thu, 18 Jul 2024 13:56:01 GMT

@stuart3009 Sky's policy is that when you have an outstanding bill you can't speak to them untill you clear what is owed, you could try calling from a number not linked to your account however there is no guarantee that will work.

Re: over due bill

Daniel0210 — Thu, 18 Jul 2024 14:03:52 GMT

@stuart3009
If your Sky services have been restricted (it’s normally only a missed payment that triggers this), Sky won’t reinstate them until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. Any calls to Sky will only prompt you to make your payment.

If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Also, any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week as banks are closed.

Once you’ve done all this you’ll be able to call Sky if you need to speak to an agent.

Re: over due bill

NoahsAwks — Thu, 18 Jul 2024 16:01:17 GMT

Hey,

Just popping on to say you're not alone in this, and it's incredibly frustrating. The policy is ridiculous and really not suitable, particularly when you may have disabled customers, those with aditional needs, older customers... there are so many reasons that blocking contact with customer service agents is bad practice and inappropriate. Basically, I'm sorry that you're stuck in this position, I feel the annoyance, and I'm stuck here too.

Re: over due bill

Mark39 — Thu, 18 Jul 2024 16:07:59 GMT

I imagine Sky expects customers to pay their bill on time, or at least have the courtesy to contact them beforehand if they want to explain why it won't be paid on time.