topic Re: Can't afford mobile in Account & Billing

Can't afford mobile

JGWise — Fri, 22 Aug 2025 15:21:58 GMT

I cannot afford this month's bill and my account has been suspended; can't make phone calls that are desperately needed.

I try 'Chat with us' and it just brings me here, can't even talk to a 'Sky expert' nor call because it's blocked.

Anyone got information on how to talk to someone from Sky because this is beyond silly.

Re: Can't afford mobile

Daniel0210 — Fri, 22 Aug 2025 15:23:20 GMT

@JGWise

Short answer is you can't.

Restrictions are automatic and agents cannot override the process even if you’re told otherwise.

Sky won’t reinstate services until you’ve paid what they believe you owe regardless of any individual circumstances and you’ve also 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.)

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. Any payment you make over a weekend or on a Bank Holiday won’t be processed until sometime 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: Can't afford mobile

JGWise — Fri, 22 Aug 2025 15:26:34 GMT

Looks like I am looking for a new mobile provider because this is just frustrating.

No dialogue about whether to take a cooling off period and a new re-payment plan. I can't make the phone calls I need to do urgently. Sky really should look out for their customers. Paying off the bill will put me in debt and my bank will refuse the transaction.

Re: Can't afford mobile

Daniel0210 — Fri, 22 Aug 2025 15:36:06 GMT

@JGWise

From Skys point of view you agreed to a contract including making the monthly payments on the device and data plan.

If it hasn't happened already, late payment fees will also be added. The debt won't go away and could affect your credit score for other purchases.

edit- as I stated above Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Re: Can't afford mobile

MightyQuinn — Fri, 22 Aug 2025 16:31:52 GMT

@JGWise wrote:
Looks like I am looking for a new mobile provider

Hi @JGWise You will need to pass the credit check, which may be difficult if Sky record the debt. Perhaps a PAYG phone to make your calls in the short term.

Re: Can't afford mobile

daveNOS — Fri, 22 Aug 2025 17:08:17 GMT

@JGWise wrote:
No dialogue about whether to take a cooling off period and a new re-payment plan. I can't make the phone calls I need to do urgently. Sky really should look out for their customers. Paying off the bill will put me in debt and my bank will refuse the transaction.

@JGWise Sky don't offer re-payment plans on open accounts, there is no cooling off period for bills(i've never heard of any provider offering that), Sky are looking after their customers, they restrict services when bills are not paid to stop debts from increasing, the fact you need to make urgent calls makes no difference, if you don't or can't pay your bill then you cannot seriously expect to keep using the service.

Re: Can't afford mobile

PandJ2020 — Fri, 22 Aug 2025 17:16:50 GMT

There's a 'payment holiday' option: https://www.sky.com/help/articles/sky-payment-holiday

But I don't believe you can apply for one if already restricted.

Re: Can't afford mobile

Daniel0210 — Fri, 22 Aug 2025 17:18:08 GMT

@PandJ2020 wrote:

There's a 'payment holiday' option: https://www.sky.com/help/articles/sky-payment-holiday

But I don't believe you can apply for one if already restricted.

@PandJ2020

Yes, I'm sure you're right.

Re: Can't afford mobile

JGWise — Fri, 22 Aug 2025 17:33:45 GMT

I can't even access https://www.sky.com/manage/bill/ because it is restricted. I am apparently not the account holder, although I am and also logged in. Sky ID matches.