topic Re: Late payment in Account & Billing

Late payment

Chocolate43 — Thu, 07 Nov 2024 10:03:02 GMT

I need a phone call to discuss my bill please

Re: Late payment

lettice — Thu, 07 Nov 2024 10:05:50 GMT

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home
Scroll down and click on ‘Need more help’ and it provides a 0333 number.
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to.

Some of the quieter times to ring are early morning or late evening.

Re: Late payment

caesarome — Thu, 07 Nov 2024 10:06:08 GMT

@Chocolate43

As we are customers here then nobody will call you due to you posting on here but if you can explain what your issue is we might be able to help or advise you.

Re: Late payment

Daniel0210 — Thu, 07 Nov 2024 10:45:26 GMT

@Chocolate43

Are your services restricted yet because of this late payment? If they are then Sky won't speak to you until it's paid and a continuous payment method set up.

If the services haven't been restricted yet, here is the billing process which 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

Re: Late payment

Gguk — Mon, 06 Jan 2025 15:46:15 GMT

Hi,regarding to a letter who received, a direct debit was failed,and ai want to discuss about it,tks

Re: Late payment

Daniel0210 — Mon, 06 Jan 2025 15:52:49 GMT

@Gguk wrote:

Hi,regarding to a letter who received, a direct debit was failed,and ai want to discuss about it,tks

@Gguk
In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

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 at best before they restrict your services.

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

Re: Late payment

Mark39 — Mon, 06 Jan 2025 15:52:54 GMT

@Gguk wrote:

Hi,regarding to a letter who received, a direct debit was failed,and ai want to discuss about it,tks

You'll need to call, I'm afraid. We're a customer Community.