topic Restricted account in Account & Billing

Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:36:17 GMT

Hello

I've been trying to reach out over Christmas as I was made redundant and have been job seeking. I'm in arears and my account is restricted. I have a new work offer and I'm waiting for my clearance to come through as a dbs check. My start date is expected to be January 27th. Today I can afford to pay 50% of the streaming and maybe 25% of the mobile. My mobile is my only number and I can't call becuase it's blocked and restricted. I've tried using your system but when I click help with billing it tells me that the page is not available. I cannot access any of my Sky account as theee is a big banner telling me I'm restricted. When I finally find a way around that I get page not found quite often. I do not want accounts to be fully cut off and I'm looking for support. I've tried the chat box but it goes round in circles and then all messages go missing till I end chat and restart it to see what was said.

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:38:59 GMT

I cannot get beyond rhis. Tells me to pay but has a page cannot be found. It's been the same for 3 weeks.

Re: Restricted account

SKY1992bf — Thu, 08 Jan 2026 13:40:45 GMT

@Jonesy5 Sky will only restore service once full payment has been made and a new continuous payment method setup

if you are move than two weeks late Sky may be asking for next months payment in advance as well

it's pointless trying to contact Sky directly as they can't override the automated payment system

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:41:29 GMT

You don't understand. I can't make payment as it goes to page cannot be found.

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:44:59 GMT

@SKY1992bf

I cannot get past this to make any payments. Under is a refresh banner. I refresh and it goes to the main page. I search sky bills and I get page cannot be found.

Re: Restricted account

SKY1992bf — Thu, 08 Jan 2026 13:45:08 GMT

@Jonesy5 wrote:
You don't understand. I can't make payment as it goes to page cannot be found.

@Jonesy5 I do understand our posts crossed try the appropriate section on the link below

https://www.sky.com/help/articles/make-a-payment

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:47:05 GMT

@SKY1992bf

it goes to the page above

this one

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:48:49 GMT

@SKY1992bf

Here's what I get going directly

Re: Restricted account

caesarome — Thu, 08 Jan 2026 13:49:05 GMT

See if you can call Sky on 150 because if you can they can take the payment from you.

Re: Restricted account

MightyQuinn — Thu, 08 Jan 2026 13:49:46 GMT

Hi @Jonesy5 Just checking that you are not trying to pay on a restricted device? Try a device that is not restricted.

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:50:26 GMT

I've tried calling them but I'm on hold for over an hour, I can't get through.

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:51:23 GMT

@MightyQuinn ive tried my Chromebook, I've tried different browsers, I've tried an old android device, I've even tried via my games console and more. I've tried on and off WiFi.

Re: Restricted account

caesarome — Thu, 08 Jan 2026 13:53:25 GMT

@Jonesy5 wrote:

I've tried calling them but I'm on hold for over an hour, I can't get through.

Then you will just have to keep at it because as customers here only there is nothing we can do for you.

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 13:55:29 GMT

@caesarome

That may be ok and acceptable but it's not a good thing at all. I'm supposed to do some training for the new job but I've now got to spend hours calling sky when their systems are just bizarre

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 16:17:47 GMT

Can't do online payment because they can't register the keys from my phone, can't access to do a standing order because I can't access my account due to the errors so can't access my account number.

Re: Restricted account

caesarome — Thu, 08 Jan 2026 16:20:56 GMT

Sky only accepts direct debit and credit and debit cards as you can not pay via a standing order so as advised earlier you will have to try again on the phone as there really is no more advice we can give you.

Re: Restricted account

Jonesy5 — Thu, 08 Jan 2026 16:24:09 GMT

@caesarome

Ive literally been on the phone for 2.5 hours and the payments won't go through. I type the card in and it won't accept my details. They have advised I can pay by bank, Sky has said this, so you're wrong. But she cannot access my account and I'm unable to access it either to pay due to the issues above and the new one. I've tried typing in 5 bank numbers to pay, she's called me back 4 times to try and see if I can pay over the phone. It isn't letting me.

Re: Restricted account

SKY1992bf — Thu, 08 Jan 2026 16:33:02 GMT

@Jonesy5 wrote:
@caesarome
Ive literally been on the phone for 2.5 hours and the payments won't go through. I type the card in and it won't accept my details. They have advised I can pay by bank, Sky has said this, so you're wrong. But she cannot access my account and I'm unable to access it either to pay due to the issues above and the new one. I've tried typing in 5 bank numbers to pay, she's called me back 4 times to try and see if I can pay over the phone. It isn't letting me.

@Jonesy5 what @caesarome has advised is 100% correct and what the agent has said is 100% incorrect has sky would never disclose their bank details which would be required to pay via a bank

the only exception would be if sky issued you with a paying in slip but to be honest I don't believe this is something Sky generally do