topic Re: New Customer + First Payment Not Taken Out in Account & Billing

New Customer + First Payment Not Taken Out

jenmaxs — Sat, 07 Feb 2026 20:26:16 GMT

I signed up with Sky Broadband around a month ago and my first bill was due to come out on the 5th. It hasn't come out and now I received an email saying I may get a late fee. I have tried dozens of times to make the payment manually and it won't work. It says payment has failed no matter if I try direct debit or by account holder. I have also tried to set up a new monthly direct debit and it says payment method unsuccessful. I am going around in circles here.

This should have been sorted when I signed up. What is going on?

Re: New Customer + First Payment Not Taken Out

caesarome — Sat, 07 Feb 2026 20:29:50 GMT

@jenmaxs

Ignoring the email for a minute what does your Sky bill show regarding this bill, you can view this via the MySky app or online here:

https://www.sky.com/bill/tv-broadband-talk

Re: New Customer + First Payment Not Taken Out

jenmaxs — Sat, 07 Feb 2026 20:41:47 GMT

Hi, thanks for the reply.

My Sky app says

"Missed Payment - Your latest bill hasn't been paid. Check your details and make a payment". In another section it says "Credit/debit card payment made on 5 February" then below it says "Payment sent back on 6 February"

It says Balance will be carried to next bill £21.00.

Re: New Customer + First Payment Not Taken Out

DaveDrizen — Sat, 07 Feb 2026 20:53:17 GMT

@jenmaxs wrote:
I signed up with Sky Broadband around a month ago and my first bill was due to come out on the 5th. It hasn't come out and now I received an email saying I may get a late fee. I have tried dozens of times to make the payment manually and it won't work. It says payment has failed no matter if I try direct debit or by account holder. I have also tried to set up a new monthly direct debit and it says payment method unsuccessful. I am going around in circles here.

This should have been sorted when I signed up. What is going on?

Are you with a normal uk bank as for some reason it not accepting that bank account as acceptable method of payment.

Re: New Customer + First Payment Not Taken Out

jenmaxs — Sat, 07 Feb 2026 21:02:47 GMT

Yes, I am in Northern Ireland so I am with Ulsterbank

Re: New Customer + First Payment Not Taken Out

caesarome — Sat, 07 Feb 2026 22:23:46 GMT

@jenmaxs wrote:

It says Balance will be carried to next bill £21.00.

No idea why it failed @jenmaxs but as it has be added to your next bill you do not need to do anything as it should be takenh along with that bill. You can look into this by looking at your next bill.

Re: New Customer + First Payment Not Taken Out

DaveDrizen — Sun, 08 Feb 2026 09:14:41 GMT

When you first make a card payment it called pending until the person you are paying sends the payment details to there bank and then it's completed this normally takes about a day. In your case the payment was taken but when the payment details were sent to Sky bank it was rejected and the money was put back in your account. The fact that since that you have tried to use the same card and bank details to set up a payment source and even tried to set up direct debit and each time it been declined and failed. This gives the impression to me that for some reason the bank you using Ulster bank is not satisfactory method of payment for Sky and there bank. You will need to contact Sky to find out why. Have you get another bank account you could use, as possibly you needs to find another method of payment to set with Sky. But you need to contact Sky to find out why your attempts are failing before your next payment is due because at the moment you have no contiueus payment method set up with Sky and therefore Sky have way of taking payment I surprised that Sky have not contacted you asking to set up a another method of payment.

@jenmaxs wrote:
Yes, I am in Northern Ireland so I am with Ulsterbank