topic Re: Vulnerable customer and cannot contact sky. in Account & Billing

Vulnerable customer and cannot contact sky.

Carolyn191 — Tue, 16 Sep 2025 10:29:41 GMT

I am audhd and just lost my job. I am paying £50 just for broadband and just cannot afford it any more. I want to discuss it with them but cannot afford to ring as not free for me. Can anyone help as I'm going round incircles and getting very stressed.

Re: Vulnerable customer and cannot contact sky.

Daniel0210 — Tue, 16 Sep 2025 11:22:49 GMT

@Carolyn191
If you are behind with payments you may not be able to talk to Sky if your services are already restricted.

If you have health issues that might affect your ability to communicate, it may be worth registering with the Sky Accessibility Team who may be able to help. Once registered there are also different methods of communication with this team other than phoning so have a look at the related links here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

Re: Vulnerable customer and cannot contact sky.

SarahJ1971 — Thu, 23 Apr 2026 18:42:11 GMT

Hi Carolyn, I'm so sorry to message you but I am in the same boat. Did you get anywhere getting through to a person? It's really really stressful they have no idea what their system does to people with our disability. Kind regards Sarah

Re: Vulnerable customer and cannot contact sky.

Daniel0210 — Thu, 23 Apr 2026 18:59:31 GMT

@SarahJ1971

Have you signed up with the Accessibility Team as suggested above?

Re: Vulnerable customer and cannot contact sky.

SarahJ1971 — Thu, 23 Apr 2026 19:01:36 GMT

Hi Daniel, I thought I had. I've emailed a complaint now as it's not on. I've been trying all afternoon and I've gotten so distressed now I'm in tears. I've asked for a call back so 🤞🏻 they care enough to do that.

Re: Vulnerable customer and cannot contact sky.

Daniel0210 — Thu, 23 Apr 2026 19:03:55 GMT

@SarahJ1971

After submitting a complaint Sky have up to 8 weeks to resolve it before you can request a deadlock letter allowing you to take if further.

Re: Vulnerable customer and cannot contact sky.

SarahJ1971 — Thu, 23 Apr 2026 19:08:07 GMT

Well I don't know what to do. As yes my acc is going to be restricted so I can't get through. All I wanted to do was change my dd date but apparently 2 weeks notice isn't enough, so I've cancelled it now they are going to fine me. It's all too much I can't even get past the bot. I feel like I'm being strong armed and it's just too stressful. Sorry I'm going to have to step away from it and maybe find some one else's phone to use