topic Shocking customer services in Account & Billing

Shocking customer services

JAYDEE78 — Sat, 01 Nov 2025 08:40:11 GMT

You guys are useless i rang up as my bills male no sense you told me my broadband was paid which I knew cause I paid it early you then took it again via direct debit it AND charged me a late payment fee, you told me I dont need to pay anything else till thec15th November and last night cut my broadband and tv servi es off, you customer services agents haven't got a clue what they are doing and just cut you off or transfer you somewhere else. Shambles

Re: Shocking customer services

GD1 — Sat, 01 Nov 2025 09:48:43 GMT

@JAYDEE78 In case you're not aware this is a customer helps customer community. You are not contacting SKy Customer service by posting here.

If you have a Direct debit setup you should not be making manual payments as it won't stop a dirct debit being taken, i'm afraid the error is yours in this case.

If the DD was rejected Sky will see that as a failed payment.

Re: Shocking customer services

Fothergill1 — Sat, 01 Nov 2025 09:49:49 GMT

Hi @JAYDEE78 and welcome to the forum. You are actually posting on a public customer help forum and as customers we have no idea about your communications with Sky.

Unfortunately you will need to call Sky again to discuss the matter.

Good luck.

Re: Shocking customer services

Daniel0210 — Sat, 01 Nov 2025 11:15:08 GMT

@JAYDEE78

But you won't be able to contact Sky until you've paid.

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.

Until you’ve done this any calls to Sky will only prompt you to make a full payment.

If your payment is two or more weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears). If this is part of a credit agreement purchase (mobile or Sky Glass for example) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment .

Restrictions of services are automatic and are only applied due to a missed payment/s. Skys agents can’t override the process even if you’re told otherwise. 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 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/