topic Re: Cannot contact sky as I am restricted in Account & Billing

Cannot cancel sky!

Molecat — Sun, 19 Jul 2026 07:51:53 GMT

I cannot contact sky as they say my account has been restricted. I cancelled my contract with them by phone and sent all their equipment back to them in April. I stopped the standing order with my bank after I found they were still taking money from me the next month. I cannot contact sky now unless I pay them £100.

Any suggestions?

Re: Cannot cancel sky!

daveNOS — Sun, 19 Jul 2026 08:15:29 GMT

@Molecat When you cancelled did you receive confirmation by email that the cancellation had actually been actioned?

Did you cancel the standing order/direct debit during the 31 day notice period?

Re: Cannot cancel sky!

MarkGoldsmith — Sun, 19 Jul 2026 09:02:21 GMT

@Molecat wrote:
I stopped the standing order with my bank after I found they were still taking money from me the next month. I cannot contact sky now unless

So you should never be cancelling your payment method; that unfortunately has caused the problem. If you were continually charged for months after you had cancelled your contract, that should have been the sign to contact Sky and see what was going on, as perhaps the cancellation was completed successfully. If it had been and the error was Sky's end they would have had no problem with repaying any additional moeny they had taken.

Its worth remembering that that as Sky bills are paid in advanced, and billing continues until the final day of service, you will almost always end up paying for a longer period than you had service for, so expecting a bill after the final day of your contract is normal behaviour, and any overpayment on the account is then returned within a couple of months.

Re: Cannot cancel sky!

Daniel0210 — Sun, 19 Jul 2026 09:02:28 GMT

@Molecat

Sky don't allow payment via a Standing Order. I think you mean Direct Debit.

As suggested, it does sound like you cancelled the payment method too early or the cancellation was not completed fully.

Billing continues through a notice period. Bills for Sky+, Sky Q and Broadband /Talk are generated 14 days prior to a payment date. For Mobile, Glass and Stream it's 3 days before the payment date.

It's therefore quite normal that another bill payment will be required. Of course any overpayment will be reimbursed to you.

You will need to pay what Sky say you owe and reset a payment method in order to then call and discuss.

Cannot contact sky as I am restricted

Molecat — Wed, 22 Jul 2026 15:18:25 GMT

How can I contact sky if I am restricted?

Re: Cannot contact sky as I am restricted

Daniel0210 — Wed, 22 Jul 2026 15:48:20 GMT

@Molecat

Edit: Your post has been moved into the original thread you started a couple of days ago asking the same thing.

Services won’t be switched back on until the arrears Sky believe you owe have been paid and then you’ve also set up a new continuous payment method. Until then any calls to Sky will only prompt you to pay.

Restrictions are applied automatically and can’t be overridden by agents. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Payment 2+ weeks overdue? you will have to pay the next bill as well.
Payments 56+ days overdue? Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (Sky 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 will then be able to talk to Sky about the cancellation.

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: Cannot contact sky as I am restricted

Mark39 — Wed, 22 Jul 2026 15:30:42 GMT

@Molecat wrote:

How can I contact sky if I am restricted?

@Molecat pay what Sky believe you owe them. You'll then be able to speak to them. Obviously they'll refund any overpayment you may have made.