topic Re: Sky not helping in Account & Billing

Sky not helping

aurabell — Fri, 30 Jan 2026 15:15:12 GMT

My direct debit failed and I paid it by card this morning. Now they saying they will be back in for it . No help from sky. Maintaining can't see payment. I can see it on my account

Re: Sky not helping

PandJ2020 — Fri, 30 Jan 2026 15:25:41 GMT

@aurabell wrote:
My direct debit failed and I paid it by card this morning. Now they saying they will be back in for it . No help from sky. Maintaining can't see payment. I can see it on my account

When a DD fails they will reattempt collection. (Usually after 10 days)

Any manual payment you make will be against the following month's bill and not the current one.

You should never make a manual payment unless specifically requested to do so.

Re: Sky not helping

Daniel0210 — Fri, 30 Jan 2026 15:30:49 GMT

@aurabell

As indicated you still need to pay this months bill.

The following process applies to everyone …

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 (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.

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

If you are behind with Stream or Glass payments there is further information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass