topic Re: Financial issues in Account & Billing

Financial issues

Carline123 — Thu, 28 Aug 2025 12:33:10 GMT

Hello, I lost my job a couple of months back and I am struggling financially with a lot of my bills. I see I owe two months, I will receive universal credit on the 18th Sept where I will pay both payments. Please can my broadband not be switched off as I have kids and need the Internet for them.

Re: Financial issues

Daniel0210 — Thu, 28 Aug 2025 12:34:19 GMT

@Carline123
If your services are not yet restricted the following process applies to everyone regardless of an personal circumstances …

🔹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: Financial issues

SKY1992bf — Thu, 28 Aug 2025 12:34:55 GMT

@Carline123 Skys non negotiable policy is below

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: Financial issues

GD1 — Thu, 28 Aug 2025 13:47:38 GMT

@Carline123 I'm afraid you're not contacting Sky, if you're already behind with payments service will be restricted, this is an automated process, Sky CS teams can't override it.

Re: Financial issues

TimmyBGood — Thu, 28 Aug 2025 16:37:51 GMT

@Carline123 wrote:

I will receive universal credit on the 18th Sept

Once in receipt of UC (and with any outstanding balance cleared) you might consider asking Sky to switch you to their Social Tariff broadband.

https://www.sky.com/help/articles/sky-social-tariff