topic Financial Problems in Account & Billing

Financial Problems

ShelleyConway — Mon, 05 Jan 2026 13:53:33 GMT

Myself and my husband have sky TV, broadband and mobile all on one account. Unfortunately our daughter has become unwell and I have had to quit my job and become her main carer. I am now claiming carers allowance. As you can expect this has had a huge impact on our finances but we have no other option. My husband pays via direct debit for the TV and broadband packages and I pay via direct debit for the mobiles. Unfortunately I cannot keep up with these payments. I have tried to speak to someone today about a payment plan for the mobile side of things but they were useless and just told me to stop paying and then set up a payment plan. I'm happy to do this and if it restricts the mobiles I will buy pay as you go sims for them. My question is though, will this affect the TV and broadband packages even if they are still being paid? We rely heavily on these. I'm getting no clear answers on the phone unfortunately and must keep going round in circles with them!

Re: Financial Problems

Daniel0210 — Mon, 05 Jan 2026 13:56:42 GMT

@ShelleyConway
Advising you to stop paying is bad advice.

If services are not yet restricted the following process applies to everyone, regardless of any personal circumstances …

🟫If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.

🟫If you have a Continuous Card payment method set up, if the full payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

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

🔹

Cancelling the payment method is definitely not recommended and it will cause additional problems. The relevant services will be restricted, you won't be able to call Sky, the account can't be cancelled, late payment fees will be added and eventually Sky could involve a debt recovery company which may affect your credit rating.

Re: Financial Problems

caesarome — Mon, 05 Jan 2026 13:57:55 GMT

@ShelleyConway

Sky doesn't do payment plans which is why you will get nowhere fast in trying to get them to agree with this.

If you are paying for mobile devices on your contract then you could apply for a payment break as per this:

https://www.sky.com/help/articles/sky-payment-holiday

Stop paying for your services is really poor advise as this is the last thing you should do as not only would your servives be restricted you would have to pay the outstanding bill in full to get everything restored.

Re: Financial Problems

PandJ2020 — Mon, 05 Jan 2026 15:13:06 GMT

@ShelleyConway wrote:
I'm happy to do this and if it restricts the mobiles I will buy pay as you go sims for them.

If you stop paying for device plans then the full debt can become payable, in full, immediately.

Sky also reserve the right to prevent other SIMs being used. (They can restrict the device)