Account blocked due to careless handling by sky.

[Dashunds]

I returned my hub in January 2023, with Sky (TV & Broadband) acknowledging receipt by email. Account changed to BT as cheaper, Sky charged another two months, I'd already paid the last month, but they stated nothing had been returned and they took no notice of BT requested for transfer. Phones for the fourth time still no help. Requested multiple time return label for Q box and other items, still no help. Paid their overcharge of two months. Phone again as account frozen by Sky wanting additional payment. My phones and Sims are with Sky. 9 years VIP customer and you get this treatment! Cancel one Sim, gave notice, still charged for cancel sim. Spoke to overseas customer service,  but account still blocked on website.  And agreed should not been block. P.s if you phone them to try and discuss the problem the automatically cuts you off if the account is out standing. One their should not have been blocked due their incompetence.  Still on blocked. 

[Daniel0210]

@Dashunds 

You will have to pay what Sky say you owe. Then you be able to talk to them and any overpayment will be refunded. 

Before Sky reinstate your services you will have to pay what you still owe and also set up a new continuous payment method. If your payment is two or more weeks overdue you will also have to pay the next bill as well. As you've discovered any calls to Sky will usually just direct you to make a payment.

If you can’t pay it all in one go you can pay what you want, when you want, but until the bill is paid off in full Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but be aware this may not be instant (it also takes longer at a weekend when banks are closed). You should then be able to cancel. 

[Kevin-7248]

Pop your entire message or alterations to your personal choice into a complaints form for a representative of the complaints handling department to investigate and get back to you.

This will be your best method of getting help in this regard.

I’ve attached the link to the complaints procedure for your convenience.

https://www.sky.com/help/articles/how-to-make-a-complaint