topic Re: Can’t pay my bill in Account & Billing

Can’t pay my bill

Claudiam — Wed, 18 Sep 2024 17:55:03 GMT

Hello, i’m struggling at the moment to pay my bill. Can I have help? Would be nice to talk with someone. Kind regards

Re: Can’t pay my bill

Daniel0210 — Wed, 18 Sep 2024 18:00:52 GMT

@Claudiam
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.

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: Can’t pay my bill

daveNOS — Wed, 18 Sep 2024 18:01:35 GMT

@Claudiam Please be aware the forum is manned mainly by fellow customers, you would have to call to see if any help can be offered, however from what we know its unlikely that front line customer service would be able to stop and restrictions that would happen if a bill is unpaid.

Re: Can’t pay my bill

Claudiam — Wed, 18 Sep 2024 18:02:26 GMT

Thank you so much for your help

Re: Can’t pay my bill

SARAH+Watkins — Tue, 08 Oct 2024 21:32:08 GMT

I have started a new job, therefore my bill has failed this month.

can I pay my bill up to date on the 15tb October?

Re: Can’t pay my bill

MarkGoldsmith — Tue, 08 Oct 2024 21:47:39 GMT

@SARAH+Watkins wrote:
I have started a new job, therefore my bill has failed this month.
can I pay my bill up to date on the 15tb October?

It depends how you pay. If you pay by direct debit and payment fails the payment will be retried 10 days later.

If you pay by continuous card payment and payment fails, Sky typically notifies you and will ask you to pay the bill manually and give you a couple of days to do so.

If a bill is overdue services will be restricted and late payment fees may be added. This is an automated process and cannot be overridden by Sky customer services staff.