topic Re: Keep being told my account is in arrears when I try to order via Sky Mobile or order Sky Glass… in Account & Billing

Keep being told my account is in arrears when I try to order via Sky Mobile or order Sky Glass…

Tharg2000 — Mon, 24 Mar 2025 14:59:35 GMT

I've had a weird message saying that I have an outstanding bill with Sky after a free trial with Hayu a while back. Basically the payment bounced because the item hadn't been cancelled properly. So the service was taken off anyway and I've contacted Sky and they say I owe nothing.

But if I try and buy anything from Sky Mobile or Sky Glass it insists I must settle my bill first.

I called Sky and they insist I'm up to date.

i want to get a Sky Glass on credit and it won't even let me attempt to order one due to this stupid error.

Re: Keep being told my account is in arrears when I try to order via Sky Mobile or order Sky Glass…

Tharg2000 — Mon, 24 Mar 2025 15:05:53 GMT

Basically it keeps insisting I owed £4.99 and I must pay it but Sky say I owe nothing. And when I try to go to the screen that to pay this supposed amount it just goes to an error message. But while this 'failed payment' message is up I can't order a sky glass or any mobile products

Re: Keep being told my account is in arrears when I try to order via Sky Mobile or order Sky Glass…

MightyQuinn — Mon, 24 Mar 2025 15:09:04 GMT

Hi @Tharg2000

Hi there, I’ve escalated your post to the Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Keep being told my account is in arrears when I try to order via Sky Mobile or order Sky Glass…

Tom-W19 — Mon, 24 Mar 2025 15:10:33 GMT

Thanks for escalating. We've sent an invite to @Tharg2000.