topic Re: Payment - late in Account & Billing

Payment - late

Jodie123 — Mon, 09 Sep 2024 08:21:35 GMT

I am currently on maternity leave and I have received my bill, I have made a payment towards my bill however I still have some outstanding. Now due to my rent increase and been off work currently, I am struggling to pay the rest of the amount until 23rd and I would like to make this my new pay date, however when I try contact sky I can't get through and I'm been told it needs to be paid. I don't want any restrictions been put on and I will pay the remaining balance on the 23rd however I am unsure how I go about this as I'm getting nowhere? 🙂 thank you

Re: Payment - late

Mark39 — Mon, 09 Sep 2024 08:36:14 GMT

You can change the payment date for future bills, but not for a bill which is already due,. You do get 10 days grace if you're paying by direct debit, which may help. Otherwise, I'm afraid the payment system is automated, restrictions automatically applied and a £10 late payment fee added if your bill isn't paid on time.

Re: Payment - late

Daniel0210 — Mon, 09 Sep 2024 09:04:13 GMT

@Jodie123

@Jodie123 wrote:

when I try contact sky I can't get through and I'm been told it needs to be paid.

That is normally the message you hear when your services are already restricted.

This is the billing process which applies to us all…

▪️If you have a Direct Debit set up and the payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two before they restrict your services.

▪️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. 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

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass