topic Re: payment extension in Account & Billing

payment extension

jwilson — Thu, 17 Jul 2025 15:30:51 GMT

how can you get throught to speak to someone regarding services being restricted, i need an extension until my pay goes in

Re: payment extension

Daniel0210 — Thu, 17 Jul 2025 15:34:14 GMT

@jwilson
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: payment extension

Mark39 — Thu, 17 Jul 2025 15:34:43 GMT

If your services are a.ready restricted, it will be very difficult. Sky won't anyway give you an extension, in those circumstances.

Re: payment extension

jwilson — Thu, 17 Jul 2025 15:36:28 GMT

ah ok, just other internet providers i have been with, reinstate services until a certain date. just i need my broadband for my uni work and get paid in about a week.

Re: payment extension

jwilson — Thu, 17 Jul 2025 15:37:26 GMT

thanks for your help

Re: payment extension

Bridget94 — Sat, 19 Jul 2025 11:16:44 GMT

I have lost my money due to a scam I was wondering if I can have an extension please?

Re: payment extension

Daniel0210 — Sat, 19 Jul 2025 11:18:41 GMT

@Bridget94

Sky don't allow extensions other than the 10 days for direct debit payments as explained here…

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

🔹If you have a Direct Debit set up and the full 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 full 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

Re: payment extension

SKY1992bf — Sat, 19 Jul 2025 11:19:36 GMT

@Bridget94 sky don't permit payment extensions

so the following applies

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: payment extension

Bridget94 — Sat, 19 Jul 2025 11:20:33 GMT

So sky doesn't help really support their customers

Re: payment extension

PandJ2020 — Sat, 19 Jul 2025 11:38:19 GMT

@Bridget94 wrote:
So sky doesn't help really support their customers

Depends - there are reports on here that under some circumstances they do.

However, it is always best to speak to them before your services are restricted.

Re: payment extension

Daniel0210 — Sat, 19 Jul 2025 11:38:54 GMT

@Bridget94

The process if you can't pay is as we've described I'm afraid.