topic Re: Sky not letting me speak to an adviser before I pay in Account & Billing

Sky not letting me speak to an adviser before I pay

Loladisa — Tue, 04 Nov 2025 14:16:10 GMT

Hi,

Sky sent me a new broadband box that didn’t work with my equipment, so I was told to stay on my old contract and return the new box. I got the box ready, but they never sent the return envelope, so it’s still at my home.

Now they’re threatening to charge me £53, and they won’t respond unless I pay, even though I never had a chance to return it. I have a disability and have now been without internet for two days, which is very difficult.

Has anyone dealt with this before? What’s the best way to get Sky to sort this without charging me unfairly?

Thanks in advance.

Re: Sky not letting me speak to an adviser before I pay

JimM1 — Tue, 04 Nov 2025 14:50:36 GMT

@Loladisa See if the link below helps, sky will not talk to you until you pay, that is the way you have to do it!

Return Sky TV or Sky Broadband equipment | Sky Help | Sky.com | Sky Help | Sky.com

Re: Sky not letting me speak to an adviser before I pay

Daniel0210 — Tue, 04 Nov 2025 15:23:52 GMT

@Loladisa
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/

Once the loaned equipment has been returned and processed any non return fee shoukd be credited back onto your Sky account.