topic Re: Help speaking to someone when services are restricted in Account & Billing

Help speaking to someone when services are restricted

Ash221 — Tue, 14 Jan 2025 19:14:33 GMT

I need help to speak to someone real. My services are restricted as I have a bill outstanding and every time I ring I am not able to get through to someone unless I pay the bill. Why is it so hard to get hold of someone? I and I'm sure plenty other customers live with severe mental health issues, and it affects my mood when I am unable to just speak to someone at sit. I might cancel my sky and move to somewhere it's easier to get through to soemown real!!

Re: Help speaking to someone when services are restricted

Daniel0210 — Tue, 14 Jan 2025 19:29:27 GMT

@Ash221
Restrictions are normally only due to a missed payment and they are applied automatically so agents can’t override the process. If your services have already been restricted any calls made to Sky will only prompt you to pay,

Sky won’t reinstate services until you’ve paid what is owed 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.

Note that you can't cancel whilst in arrears.

Re: Help speaking to someone when services are restricted

SKY1992bf — Tue, 14 Jan 2025 20:16:42 GMT

@Ash221 it's also important to note that cancelling your payment method alone does not cancel your subscription, your account would just keep incurring subscription and late payment fees, with sky ultimately passing on the debt to debt collectors which in turn would affect your credit score

Re: Help speaking to someone when services are restricted

Leeannmauchin — Wed, 22 Jan 2025 16:34:23 GMT

Please can i get help

Re: Help speaking to someone when services are restricted

Daniel0210 — Wed, 22 Jan 2025 16:37:19 GMT

@Leeannmauchin wrote:

Please can i get help

@Leeannmauchin

If your services are restricted due to a missed payment the advice posted above applies to you too.

Re: Help speaking to someone when services are restricted

Markyboy3 — Wed, 09 Apr 2025 18:20:49 GMT

I'm in the same boat I want to speak to an agent but I can't call anyone not even sky I need to contact sky but it's impossible

Re: Help speaking to someone when services are restricted

MarkGoldsmith — Wed, 09 Apr 2025 18:31:23 GMT

@Markyboy3 wrote:
I'm in the same boat I want to speak to an agent but I can't call anyone not even sky I need to contact sky but it's impossible

That's correct - Sky won't speak to you once an account is restricted until they arrears on the account have been paid.

Even if you could get through to Sky as far as we are aware no customer service agent can override a restriction due to an overdue bill as the billing system is completely automated.

Re: Help speaking to someone when services are restricted

caesarome — Wed, 09 Apr 2025 18:31:47 GMT

As stated above, to be able to speak to Sky your outstanding bill has to be paid first.