topic Re: Suspended wifi in Account & Billing

Suspended wifi

Maggie_55-_- — Tue, 08 Jul 2025 12:37:00 GMT

I am profoundly deaf and l lost a job and l tries to pay half by half Why suspended quickly ? Nobody can text me because of no WiFi and also l can't watch film it is not fair

Re: Suspended wifi

Maggie_55-_- — Tue, 08 Jul 2025 12:38:50 GMT

Please let me use WiFi to watch tv and also let my friend text me to how my condition is? I am deaf

Re: Suspended wifi

Daniel0210 — Tue, 08 Jul 2025 12:40:37 GMT

@Maggie_55-_-
Sky won’t reinstate services until you’ve paid what they believe 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. (If you’re in arrears for 56+ days Sky can fully terminate your subscription.)

These restrictions are automatic and we've been told agents cannot override this process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment.

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, in fact 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/

Re: Suspended wifi

SKY1992bf — Tue, 08 Jul 2025 12:40:46 GMT

@Maggie_55-_- If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions as sky won’t take your call until you do

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts

If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

If you disagree with the billed amount it’s advised to pay it first to get service restored then you will be able to contact sky to dispute it and should sky agree an error has been made they will refund any overpayment

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

Re: Suspended wifi

MightyQuinn — Tue, 08 Jul 2025 12:49:50 GMT

Hi @Maggie_55-_- Please see Welcome to the Sky Community below. You are talking to other customers, not Sky customer services.

Re: Suspended wifi

Maggie_55-_- — Tue, 08 Jul 2025 12:51:02 GMT

I lose my job and l tried to pay end of this month

Re: Suspended wifi

MightyQuinn — Tue, 08 Jul 2025 12:53:12 GMT

@Maggie_55-_- wrote:
I lose my job and l tried to pay end of this month

Hi @Maggie_55-_- There is nothing us fellow customers can do to help you.

Re: Suspended wifi

Daniel0210 — Tue, 08 Jul 2025 12:55:33 GMT

@Maggie_55-_-

In addition,

@Maggie_55-_- wrote:
Please let me use WiFi to watch tv and also let my friend text me to how my condition is? I am deaf

unfortunately your hearing impairment is not relevant in relation to not paying your bills and unless your Broadband, TV and mobile subscriptions are all restricted I'm not such why your friend can't text you (unless you use specific tech to communicate).

Re: Suspended wifi

Maggie_55-_- — Tue, 08 Jul 2025 12:56:27 GMT

I can't find which and how can they chat with deaf customers?

Re: Suspended wifi

Daniel0210 — Tue, 08 Jul 2025 12:58:07 GMT

@Maggie_55-_-

As your services are restricted the usual accessibility links won't help you. The agents cannot reinstate your services until you pay.

Re: Suspended wifi

Mark39 — Tue, 08 Jul 2025 12:58:28 GMT

@Maggie_55-_- wrote:

I lose my job and l tried to pay end of this month

Sorry to hear you lost your job. Unfortunately Sky generally don't accept promises to pay and expect your bill to be paid on time.

By the way, text messaging is carried out via your mobile connection, so losing your wifi connection doesn't prevent you using text messaging.

Re: Suspended wifi

MightyQuinn — Tue, 08 Jul 2025 12:59:39 GMT

@Maggie_55-_- wrote:
I can't find which and how can they chat with deaf customers?

Hi @Maggie_55-_- Once you are fully paid up you can use the Message Us. https://skyaccessibility.sky/hearing-impairment