topic Re: Speaking to an advisor in Account & Billing

Speaking to an advisor

Murray8London — Fri, 07 Nov 2025 14:56:00 GMT

Hiya,

I have been through a bad run of luck, lost my job and two weeks later my Dad died, then I lost my flat as I couldn't cover the rent.

drowning in bills and currently struggling to eat, I have tried to call sky to explain my situation, however, they have a disgusting automated process which means I cannot speak to someone without the bill being paid in full first.

i am not going to pay this bill and go hungry and need to speak to them to explain my situation.

is this a case in of me accepting sky would rather just take me to court as they have that process pre defined and more profitable than compassionately hearing my side and finding a solution?

Re: Speaking to an advisor

Daniel0210 — Fri, 07 Nov 2025 14:59:07 GMT

@Murray8London

Sorry to hear of your predicament. Unfortunately 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/

Re: Speaking to an advisor

Murray8London — Fri, 07 Nov 2025 15:33:57 GMT

I don't want the services reinstated, I am currently homeless staying on friends and at my brothers places.

option a - give me a month or two to find a new job and get paying

option b - sky sell the debt to a partner for profit and ruin my credit status during a time I am already struggling.

i guess sky prefer option b?

Re: Speaking to an advisor

Daniel0210 — Fri, 07 Nov 2025 15:43:57 GMT

@Murray8London wrote:

I don't want the services reinstated, I am currently homeless staying on friends and at my brothers places.

option a - give me a month or two to find a new job and get paying

that's not going to happen unfortunately as per the mention of services being restricted for 56+ days above.

option b - sky sell the debt to a partner for profit and ruin my credit status during a time I am already struggling.

i guess sky prefer option b?

it's not a case of Sky preferring that outcome. If the non payment continues late payment fees will be added and eventually the matter will be passed to a debt recovery company which you're correct in assuming that your credit score will be affected.

By the way… You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.