topic Re: Restriction in Account & Billing

Restriction

Emma485 — Fri, 20 Feb 2026 12:37:59 GMT

I called 5th February and told them I couldn't pay my bill.. they put a note on my account and gave me a reference number so I didn't get restricted now I've been restricted and everytime I call the automated service is saying I'm not allowed to speak to anyone until this bill is paid yet I had already settled it with them. The virtual assistant online is no help, never mind that I was left 48 hours last weekend with no internet due to their own faults around my area.

how else do I get in contact with them if their not allowing me to?

Re: Restriction

NickNewark — Fri, 20 Feb 2026 12:55:21 GMT

This advice was not correct, full payment will be required and you may need to reinstate the direct debit.

Re: Restriction

Daniel0210 — Fri, 20 Feb 2026 12:58:45 GMT

@Emma485

Poor advice I'm afraid.

Sky won’t reinstate restricted services until you’ve paid what you owe and you’ve also set up a new continuous payment method. Until you’ve done this any calls to Sky will only prompt you to pay.

Restrictions of services are because of a missed payment, are automatically applied and Skys agents can’t override the process, even if you’re told otherwise.

Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

If your payment is 2+ weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (mobile or Sky Glass) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

Re: Restriction

caesarome — Fri, 20 Feb 2026 13:01:51 GMT

@Emma485

That really isn't good advice from Sky as they have never done promises to pay because when a bill is not paid then the account is suspended more often than not until the bill has been paid in full and the payment method has been setup again.

Re: Restriction

Emma485 — Fri, 20 Feb 2026 13:20:23 GMT

They reinstated my account thanks for your help