topic Re: Account blocked please help in Account & Billing

Account blocked please help

Bainesy001 — Fri, 15 Nov 2024 14:28:34 GMT

I have tried to contact sky to explain my services are restricted, I cannot pay until next Thursday but it's not allowing me to talk to a human!

How are we supposed to explain things when all we get is an answering machine, I also need to down grade my package as I'm paying far too much each month.

I don't want to lose all my services as I work from home at the moment and without Internet access I cannot work or get onto my app to pay for my bill.

Re: Account blocked please help

daveNOS — Fri, 15 Nov 2024 14:33:27 GMT

@Bainesy001 Its Sky's policy that once you owe money you cannot speak to customer service until the outstanding amount is cleared in full, if your services have been restricted then they won't be reinstated until the outstanding amount is paid, it doesn't matter that you work from home the policy applies to all customers.

Re: Account blocked please help

Daniel0210 — Fri, 15 Nov 2024 15:37:42 GMT

@Bainesy001
If your services have already been restricted any calls to Sky will only prompt you to pay. Restrictions are normally only due to a missed payment and they are applied automatically so agents can’t override the process.

Sky won’t reinstate services 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. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

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.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent about downgrading your package.