topic Re: Bill in Account & Billing

Bill

Haleema1 — Thu, 07 Nov 2024 11:31:20 GMT

How do you speak to a advisor

Re: Bill

Daniel0210 — Thu, 07 Nov 2024 11:33:34 GMT

@Haleema1
From a Sky Talk landline or a Sky mobile dial 150 to call Sky (free).

Alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and a 0333 number is displayed.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated 0818 ROI number.
(The forum doesn’t allow us to type the numbers in full).

Similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

Note: if your services are restricted due to a missed payment/s any calls will only prompt you to pay what you owe.

Re: Bill

caesarome — Thu, 07 Nov 2024 12:00:08 GMT

@Haleema1 wrote:

How do you speak to a advisor

We might be able to help on you on here to save you having to call if you can explain what your billing issue is.

Re: Bill

andrewredford — Fri, 08 Nov 2024 08:09:30 GMT

i have missed the direct debit payment i can pay next week but not till then i ha

ve cancer and things are difficult

Re: Bill

Daniel0210 — Fri, 08 Nov 2024 10:05:40 GMT

@andrewredford

You're just telling fellow customers here. Sorry to hear of your health issues but the billing process described here applies to everyone…

▪️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 I believe 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 on the phone. 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