topic Trying to update my DD details failing in Account & Billing

Trying to update my DD details failing

groovetimer — Wed, 19 Feb 2025 15:48:16 GMT

I moved to virgin Money as my main Bank a few months back and am now having issues with my Direct Debit. For some reason my new Bank details didn't get switched over during the move. When I try and update my DD details with my Virgin Money account it fails. I have been trying to get the support team to sort this but after 3 seperate calls over the last week, they are unable to help.

It looks like Sky's billing system does not recognised the sort code for Virgin Money (82-19-75). If you do a sort code check it comes up as VIRGIN MONEY (09 CLYDESDALE BANK)

Is anyone able to help sort this, as can't be bothered phoning up trying to pay by card every month.

Thanks

Re: Trying to update my DD details failing

PandJ2020 — Wed, 19 Feb 2025 15:52:06 GMT

Does the account have a debit card? If so, try that instead of a DD?

Re: Trying to update my DD details failing

caesarome — Wed, 19 Feb 2025 16:05:25 GMT

@groovetimer wrote:

Is anyone able to help sort this, as can't be bothered phoning up trying to pay by card every month.

If you do have a debit or credit card then you can set this up as your payment method of which Sky will automatically take the bill from it each month so you wouldn't need to make any calls or manual payments about this.

Re: Trying to update my DD details failing

groovetimer — Wed, 19 Feb 2025 16:50:10 GMT

Meant to add that I tried using the card as well but getting "Payment method for TV unsuccessful"
Going to phone my bank to see if it's getting blocked there. Weird how both DD and Card payment is failing on the Sky system.

Re: Trying to update my DD details failing

Mears3 — Sun, 23 Feb 2025 18:09:53 GMT

I have just had exactly the same issue with my Virgin Money account when trying to change over the Direct Debit. As annoying as it is, its also good to know its not an isolated incident. Hopefully Sky will get this sorted out.

Re: Trying to update my DD details failing

groovetimer — Sun, 23 Feb 2025 22:33:40 GMT

Phoned the customer support again in India. This time the girl got me to give her my card details instead by inputting the 16 digit numbers on the keypad of my phone and now I'm setup with a card payment instead of DD.

Weird how it works that way but not when I try it through MySky

Re: Trying to update my DD details failing

JamieMardle — Fri, 09 May 2025 08:50:50 GMT

I've been having nightmare with this for weeks as they still keep taking from my old bank account. I've asked them to change it several times and all they say is that the Virgin Money details are incorrect, which they aren't!

Re: Trying to update my DD details failing

caesarome — Fri, 09 May 2025 08:59:44 GMT

@JamieMardle

You should be able to change your payment details via the MySky app or online here so have you done this:

https://www.sky.com/bill/tv-broadband-talk/change-payment-method

Re: Trying to update my DD details failing

robosky8 — Thu, 12 Jun 2025 16:04:51 GMT

I have the same problem. Want to use direct debit but it just says unknown error. Called Indian support and they said my sort code is invalid. I contacted Virgin Money and they said nothing has come through for them to decline, so it looks like a problem with Sky's systems.

Note, I tested with my Nationwide sort-code/account number and it was OK. So it seems specific to Sky > Virgin Money (82-19-75). How to get past the "computer says no" stage. Note: Using the debit card is not the answer. I want to use direct debit as it's a condition for the sign up cashback from Virgin Money.

Re: Trying to update my DD details failing

awesomejimmie — Mon, 23 Jun 2025 01:10:01 GMT

I had the same issue, cant use my virgin money account for direct debit any more, been fine when I switched 3 or 4 months ago, then this month is just stopped working and it was lucky I caught it or I would have had a missed payment. I checked my sky mobile bill and that had changed to a natwest account(but I havent had a natwest account in like 3 years), so no idea what that would have done, luckily I have a Halifax account so Im going to use that, but its weird that they don't accept virgin money.