topic Re: speak to an operator in Account & Billing

speak to an operator

khloe2 — Thu, 29 May 2025 11:24:28 GMT

so my watching services have been restricted for well over 4/5 months now, i'm not bothered as we don't watch it but there were charges on it i didn't recognise and took the bill to over £100. i rang months ago and tried to set up a payment plan and the woman was useless and rude and told me she couldn't set up a payment plan for some unknown reason. then i was told i needed to return the sky punks, which i was more than happy doing but they hadn't sent me anything to send them off with nor did i know where to send them so that's now took it to over £140. im now moving and apparently i can't speak to an operator until i pay the bill (which i tried to sort out months ago) i can not pay it out right and i've explained this to them multiple times and have had 0 help or advice.

due to moving i no longer need the services and im willing to pay the early leaving fee (i only have like 4 months left) but all i want to do is cancel my services and set up a payment plan for the watching services. its not like im not willing to pay it, it just needs to be a manageable price.

how do i contact someone? i need a phone number and talk to someone real, virtual assistant can not help me with this situation!

all the forums where others have asked to speak to an operator no one has given them a number but unfortunately i need to get in contact with them.

any help is much appreciated!

Re: speak to an operator

caesarome — Thu, 29 May 2025 11:29:00 GMT

If you haven't paid a bill for 56 days or more then your services might have been cancelled meaning you would have thr eturn the equipment you have so is this the case here ?

Re: speak to an operator

khloe2 — Thu, 29 May 2025 11:30:11 GMT

yes i was meant to send them back but they never sent me anything to return them with and i don't know their address?

Re: speak to an operator

Daniel0210 — Thu, 29 May 2025 11:31:13 GMT

@khloe2

Unfortunately Sky won't take your call's whilst your services are restricted.

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.) At 4/5 months being restricted you will be in this category.

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/

You can't cancel whilst restricted either.

Re: speak to an operator

caesarome — Thu, 29 May 2025 12:08:30 GMT

@khloe2

If you haven't received the packaging then you can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

Re: speak to an operator

Candice78 — Thu, 29 May 2025 23:50:23 GMT

I have had this so many times. My services are restricted but I want to speak to someone because I can not pay the balance before getting through the someone. The way I have got round it is to call from a phone not connected to your account and not respond to anything asked by the automated system until you get transferred to an advisory

Re: speak to an operator

FRUSTRATED07 — Wed, 06 Aug 2025 15:39:49 GMT

I NEED TO SPEAK TO SOMEONE AT SKY.

MY WIFE PASSED AWAY, I DONT KNOW THE PASSWORD OR USERNAME

Re: speak to an operator

Mark39 — Wed, 06 Aug 2025 15:46:26 GMT

@FRUSTRATED07 I'm very sorry to hear that.

Please follow Sky's help here: https://www.sky.com/help/articles/deceased-sky-account-holder

Re: speak to an operator

Daniel0210 — Wed, 06 Aug 2025 15:47:33 GMT

@FRUSTRATED07

Sorry for your loss. See this link for advice

https://www.sky.com/help/articles/deceased-sky-account-holder