topic Re: Payment delay in Account & Billing

Payment delay

Kim12 — Fri, 13 Sep 2024 09:21:40 GMT

Hi could I talk to a sky expert privately to discuss my latest bill please

Re: Payment delay

Daniel0210 — Fri, 13 Sep 2024 09:22:50 GMT

@Kim12
In case you aren’t aware we are mainly fellow customers on here trying to help other customers and you’re not contacting Sky Customer Services by posting on the forum.

FYI 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

Re: Payment delay

caesarome — Fri, 13 Sep 2024 09:23:04 GMT

If you can say what the issue is then we might be able to escalate your post to them as they can not help with all billing issues.

Re: Payment delay

Kim12 — Fri, 13 Sep 2024 09:30:27 GMT

I'd like to delay this months bill (due 10th) until a specific date next month

Re: Payment delay

Daniel0210 — Fri, 13 Sep 2024 09:32:05 GMT

@Kim12

As that payment is already overdue you can't 'delay it'. See the billing process in post 2.

Re: Payment delay

Kim12 — Fri, 13 Sep 2024 10:34:55 GMT

That doesn't help my circumstance, can this be escalated so I can speak to a Sky employee privately as I don't want to discuss personal issues in the community. Thanks

Re: Payment delay

Daniel0210 — Fri, 13 Sep 2024 10:36:54 GMT

@Kim12

The Messaging Team won't be able to authorise any kind of payment extension. The restriction process is automated and we've been told it can't be overridden by agents.