topic Re: COMPLAINT!!! in Account & Billing

Broadband payment

NickiDee — Wed, 10 Dec 2025 01:34:14 GMT

My current bill was £148.87 and has just been taken out of my account but I spoke with someone from sky last week stating that I'm having extreme financial difficulties at this current time as I have recently had a VERY TRAUMATIC experience and without to much detail the man was sentenced to 14 years in prison on the 6th of June this year and I have been seriously mentally unstable for what happened to me and I have been getting myself into debt due to my mental health and I'm currently having to pay my bills with my MHCC..

now that you have taken the full amount out of my benefits money I won't be able to pay for my other expenses and the man I spoke with from sky last week said that he would not take the full amount only the £28 for this month broadband bill and my debt I can pay of in instalments.. please help me with this situation as I am in need of a refund minus this month bill and some understanding of my situation and know that I will be paying for what I already know but I'm now left with VERY LITTLE MONEY in my account to pay for other bill payments in instalments to

kind regards from Nicola Richards

Re: Broadband payment

NickiDee — Wed, 10 Dec 2025 01:40:23 GMT

I would really appreciate it if you could get back to me with this information I have sent you please ASAP thank you very much for taking the time to look into this kind regards from Nicola Richards

Re: Broadband payment

Daniel0210 — Wed, 10 Dec 2025 04:03:40 GMT

@NickiDee

I'm afraid Sky won't be looking into anything based on your post. You aren’t contacting Sky here. This is a customer ▶️ customer discussion forum where we try to help other customers.

You have either misunderstood when you spoke to Sky or have been given incorrect advice.

Even if you're told otherwise Sky don't allow payment plans except on a legitimately closed account. They don't entertain a promise to pay on or by a certain date either.

I very much doubt Sky will give you a refund on a payment that you actually owed them.

Sorry it's not what you want to hear, but these links may also provide some advice

https://www.sky.com/help/articles/cost-of-living-support

https://www.sky.com/help/articles/support-with-financial-difficulty

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

COMPLAINT!!!

NickiDee — Wed, 10 Dec 2025 04:23:52 GMT

Daniel 0210

extremely RUDE response from you on my questions regarding this matter

also the lack of compassion for my situation

I shall MAKE SURE that my mental health career WILL BE making a complaint about you and your service to help me with this matter and also by not providing me a way to sort this issue out

I am currently under the mental health crisis and right now I'm feeling extremely distressed and frustrated and more so VERY UPSET 🥲

Re: COMPLAINT!!!

Daniel0210 — Wed, 10 Dec 2025 04:37:35 GMT

@NickiDee

You seem to have missed the beginning of my first post which was informing you that we are customers here like yourself. I dont work for Sky. You've come on here for advice which has been provided based on our experience of the Sky payment process.

Re: COMPLAINT!!!

martswain — Wed, 10 Dec 2025 06:48:21 GMT

@NickiDee

All replies you will get here are from customers and @Daniel0210 has explained exactly how Sky go about taking funds for accounts that are in arrears.

It is not personal, it's just the way it is and stories of Sky agents giving incorrect information about taking installments and less than the full amounts owed are common on here.

You will not get a resolution via this forum, you will need to contact Sky directly.

Re: Broadband payment

SpaceSparkie — Wed, 10 Dec 2025 08:54:41 GMT

Hi @NickiDee

I am sorry to hear you are going through this.

It might be beneficial to speak to our Accessibility Team here. They will be able to discuss your options.