topic Re: Payment Help in Account & Billing

Payment Help

Stuart165 — Tue, 25 Nov 2025 17:38:30 GMT

So i cancelled my broadband and went with another provider, they were ment to pay to termination fee however they have no said they will not be doing this (lightspeed).

Issue i have is now i am lumbered with a £317.50 termination fee from sky, i have tried everything to contact them and speak to an actual human, everytime i call them i am put throught to an automated system and told i have to pay the full amount before speaking to someone, the chat also only allows me to speak with a virutal assistant.

I am at a loss, i now i need to pay the fee but can't afford it all in one lump sum and have at present no way of speaking to some at sky to discuss my options.

Re: Payment Help

SKY1992bf — Tue, 25 Nov 2025 17:42:44 GMT

@Stuart165 It's pointless in trying to contact sky has they won't speak to you until you pay which is standard policy regardless of circumstances

the following now applies

If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions as sky won’t take your call until you do

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts

If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

If you disagree with the billed amount it’s advised to pay it first to get service restored then you will be able to contact sky to dispute it and should sky agree an error has been made they will refund any overpayment

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

Re: Payment Help

caesarome — Tue, 25 Nov 2025 19:21:08 GMT

@Stuart165 wrote:

So i cancelled my broadband and went with another provider, they were ment to pay to termination fee however they have no said they will not be doing this (lightspeed).

@Stuart165

If they work like Sky and other ISPS then they do not pay termination fees as it is up to you to do this with Sky but once you have you provide them a copy of a bill with the termination charge shown and a copy of a statement showing you have paid it then they will pay you the relevant credit. with Sky it is up to £200 for broadband and up to £100 for TV.