topic Re: About my bill in Account & Billing

About my bill

Mat197945 — Mon, 07 Jul 2025 11:04:46 GMT

Hi my name is Edward I am ment to pay my bill but I have had some bad news someone has died from my family so I want be able to pay my sky bill had got to help my family with the cost off things for the frunal but it would be grateful if my servers could stay on and when I have done what I have done I promise to pay the lot next month but at the moment I am all over the place

Re: About my bill

SKY1992bf — Mon, 07 Jul 2025 11:09:08 GMT

@Mat197945 Sorry for your lost but skys policy is the same for everyone regardless of situation

If you have a continuous payment method setup (direct debit or card) and first attempt fails Sky will automatically retry 10 calendar days later (so don't make a manual payment unless Sky requests you too) if that second attempt fails an automatic process of restrictions will kick in (which we've been told can't be overriden by sky cs agents) starting with tv followed a few days later by broadband if sky is your isp

if restrictions are imposed they won't be lifted until the outstanding payment is paid in full and a new continuous payment method is setup

Note: if you don’t have a continuous payment setup the 10 day grace period does not apply and therefore unless full payment due is showing as credit on your account by payment due date restrictions will be applied almost instantly

also note sky don’t do payment plans or promises to pay on active accounts I’m afraid

Re: About my bill

Daniel0210 — Mon, 07 Jul 2025 11:47:58 GMT

@Mat197945
If your services are not yet restricted the following process applies…

🔹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.

🔹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