topic Re: Restricted service? in Account & Billing

Restricted service?

WeeBlackBook — Sun, 05 Apr 2026 16:03:24 GMT

My accounts are fully upto date. I am looking at moving my mobile phone over to sky but, when I try to look at any deals I was getting a "Your account is restricted" message and I am unable to proceed. Any idea what button or key I have touched to bring this about?

Re: Restricted service?

caesarome — Sun, 05 Apr 2026 16:12:36 GMT

@WeeBlackBook

I take it your services you have with Sky and are not suspended and that you are just seeing this restricted message via your online account ?

Re: Restricted service?

WeeBlackBook — Sun, 05 Apr 2026 16:13:50 GMT

Hello,

Yes, we have Sky glass and it is working perfectly

Re: Restricted service?

caesarome — Sun, 05 Apr 2026 16:18:58 GMT

@WeeBlackBook

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Restricted service?

arcadeavenger — Sun, 05 Apr 2026 16:22:55 GMT

Hi @caesarome, thanks for escalating this. We’ve sent @WeeBlackBook an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours. Thanks, Becca.

Re: Restricted service?

WeeBlackBook — Mon, 06 Apr 2026 14:37:28 GMT

Thank you for your kind assistance, this matter. It has been sorted out now.

Have a good holiday Monday.

Kindest regards,

David.

Re: Restricted service?

Bobsped — Mon, 13 Apr 2026 20:02:18 GMT

Hi I'm having the same issue is it possible to get some help. Thanks

Re: Restricted service?

caesarome — Mon, 13 Apr 2026 21:11:06 GMT

@Bobsped

Can you confirm what is happening ?

Re: Restricted service?

Bobsped — Tue, 14 Apr 2026 09:07:35 GMT

Hi, yes when I log into my account online it's saying my account is restricted. I can't access things like my piggyback to roll data, look at upgrades etc.

All my other sky services like glass are working fine. All accounts/bills up to date. Cheers

Re: Restricted service?

caesarome — Tue, 14 Apr 2026 09:18:35 GMT

@Bobsped

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Restricted service?

Jason- — Tue, 14 Apr 2026 09:23:32 GMT

Thanks again @caesarome for bringing this to our attention. I'll drop @Bobsped an invite now and we can direct them to the best team who can help with their My Sky issue 👍🏻

Cheers, Jason-