topic Re: Getting in touch with manager in Account & Billing

Getting in touch with manager

Suzyxx — Mon, 26 Jan 2026 13:27:53 GMT

Hi my bill was due 20th January, I paid it on the app on 16th January. Ive had an email saying my bill isn't paid and I keep getting a banner on the top of my tv screen saying services will be getting restricted. Ive phoned sky 4 times now and sent proof of the bill being paid 3 times. Every time I call im getting told they can see the proof of payment and it'll be sorted by the end of the day, but nothing changes. I ask to speak to some kind of manager every time to be told I can't and one will call me back but still waiting. Does anyone know how I can actually get in touch with one please?

Re: Getting in touch with manager

Daniel0210 — Tue, 27 Jan 2026 10:12:11 GMT

@Suzyxx

Seems like you've made an unnecessary manual payment which has gone towards the February bill.

The T's and C's state you should have a direct debit or continuous card payment method set up. You therefore never need to make a manual payment. Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through the Community Messaging Team on here. Let us know on this thread if you want to do that having confirmed it’s now showing as a credit.

Re: Getting in touch with manager

caesarome — Tue, 27 Jan 2026 10:13:20 GMT

@Suzyxx This can happen as there is no need to make such manual payments as what might have happened is this payment you made didn't go towards paying the bill but instead has gone onto your account as a credit so do you see a credit on your account ?

Re: Getting in touch with manager

Suzyxx — Tue, 27 Jan 2026 10:20:22 GMT

There's no credit on my account. Ive been with sky for 7 years and always done it this way without a problem. I finally spoke to someone helpful this morning so its been escalated now. Thanks for replies

Re: Getting in touch with manager

PandJ2020 — Tue, 27 Jan 2026 11:09:59 GMT

@Suzyxx wrote:
Hi my bill was due 20th January, I paid it on the app on 16th January.

Due to the period being over a weekend Sky, would have already requested payment from your bank when you paid it manually.

This could not be stopped. As noted, you have essentially made a credit towards Februarys bill. Ideally, you need to let the payment recollect on the 30th to avoid issues.

Re: Getting in touch with manager

Daniel0210 — Tue, 27 Jan 2026 14:42:36 GMT

@Suzyxx wrote:
Ive been with sky for 7 years and always done it this way without a problem.

@Suzyxx

Then you've been extremely fortunate this hasn't happened before. You need to let the direct debit or continuous card payment method work as it should.

edit- to add the word card.