topic Re: Unhappy customer in Account & Billing

Unhappy customer

Lindilou1 — Wed, 02 Sep 2026 19:32:45 GMT

I have been with sky from rhe very beginning due to costs I had to cut back on my package. Since doing so the service I have re eived is diabolical. I always paid by DD which ubtil recently was taken from my account same time every month. Then all of a sudden I get a text message saing I have not made my payments . My payments have gone out religiously for years no problems so WHY? now Then my package was cut again . No warning just stopped no recording no catch up just basic bbc bbc2 itv channel 4. Then I get a text today saying you are sending out packaging so that I can return your equipment. WHAT ???? Over my time with sky I have paid thousands of pounds in fees (my choice) but to be treated with such disrepect at this time I find insulting . Can someone please take the time to explain to me why this has happened.

Kind Regards Mrs Linda Scott

Re: Unhappy customer

Lindilou1 — Wed, 02 Sep 2026 19:35:45 GMT

Communication aporeciated .

Re: Unhappy customer

Mark39 — Wed, 02 Sep 2026 19:47:01 GMT

@Lindilou1 welcome to the Community. I'm afraid you won't get a response here from Sky. We're mainly customers here and Sky won't know who you are from a forum post.

Does your Sky account show payments being received on time?

Re: Unhappy customer

caesarome — Wed, 02 Sep 2026 21:06:25 GMT

@Lindilou1

The rules regarding billing payments apply to use regardless of how long we have been a customer for.

Does your bank account or however the bill is taken show that all your bills recently have been paid as they should have been ?

Re: Unhappy customer

DaveDrizen — Wed, 02 Sep 2026 21:15:08 GMT

@Lindilou1 wrote:
I have been with sky from rhe very beginning due to costs I had to cut back on my package. Since doing so the service I have re eived is diabolical. I always paid by DD which ubtil recently was taken from my account same time every month. Then all of a sudden I get a text message saing I have not made my payments . My payments have gone out religiously for years no problems so WHY? now Then my package was cut again . No warning just stopped no recording no catch up just basic bbc bbc2 itv channel 4. Then I get a text today saying you are sending out packaging so that I can return your equipment. WHAT ???? Over my time with sky I have paid thousands of pounds in fees (my choice) but to be treated with such disrepect at this time I find insulting . Can someone please take the time to explain to me why this has happened.
Kind Regards Mrs Linda Scott

Have checked with your bank that Skys direct debit is still active on your bank account. If it is I would get in touch with with Sky and ask why they are not taking payments with that direct debit mandate.

If for some reason the Sky direct debit mandate has been canceled for some reason apart from asking your bank if know why that has happened, you will need to contact Sky to set up a new mandate,

However either way to speak to Sky you will need to clear the outstanding payment first by making a manual card payment by either using the my Sky app if you have access to it or by logging on to your Sky account on the Sky.com web site. Unfortunately untill you do this Sky will not speak to you and any phone call to Sky will just be greeted with message that you need to pay the outstanding payment.

Re: Unhappy customer

MightyQuinn — Thu, 03 Sep 2026 09:53:08 GMT

@Lindilou1 wrote:
I always paid by DD which ubtil recently was taken from my account same time every month.

Hi @Lindilou1 DD payments do not stop without reason. What is the full story?