Account cancelled

[Kennedy723]

I'm a sky Mobile customer. I've been travelling the world for the last year and unknown to me my payments don't appear to have been going through. My account was cancelled yesterday and I'm trying to restore it. Help articles tell me to contact sky by phone or SMS, but I'm unable to do so while I'm travelling. I've no idea how I'm supposed to pay off the balance, reinstate my account, and reactivate my sim card.

I need my phone while travelling as it's the only way to get OTPs for the various services I'm registered with.

[Daniel0210]

@Kennedy723 

Before your subscription was cancelled Sky would have notified you that your payments were  overdue. They don't just close it down. Your mobile services would have been restricted in the first instance.

If payments are 56+ days overdue Sky can fully terminate your subscription (but you’ll still owe the arrears) however if this is part of a credit agreement purchase (for Sky Mobile for example) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment.

So have you been notified the full amount is now due?

You should still 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/  

As for contacting Sky you could try via social media, the links are at the bottom of the forum page. 

[Kennedy723]

Thanks Daniel!

I don't see any emails from them or any SMS. Which isn't to say they weren't sent - they could have gone to spam and depending on country i may not get SMS.

I know my card got cancelled because it was skimmed while travelling but I assumed my account was on a DD. I also wouldn't notice a change in service because I don't use it daily.

When I look at Billing it doesn't show arrears or give me an option to make a payment. I've absolutely no problem making the payment. I just can't contact them.

I'll try the Social channels. I'm in quite a bit of trouble if I can't use my Irish number!

[Daniel0210]

@Kennedy723 
As you have no access to your mobile these are potential methods available for contacting Sky. Depending on the reason for making contact some will be more appropriate than others.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

♦️Note ~ ROI customers If you’re a ROI customer make sure the flag in the bottom right of any link is showing the correct flag and change if required.