Account has been suspended

[Theresahamilton]

Our WiFi has stopped working and it's coming up the the account has been restricted and I have to make a payment to re-instate my device. But I made the payment last week ahead of schedule and it's still saying the same thing.

[Daniel0210]

@Theresahamilton 

The manual payment was unnecessary and has probably gone as a credit on your Sky account, and then if the planned payment Sky tried to take failed your services stand the risk of being restricted.

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

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

If your payment is 2+ weeks overdue you will have to pay the next bill as well. If you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (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 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/

[caesarome]

@Theresahamilton 

There is a chance the payment you made hasn't paid the bill but has instead gone into your account as a credit which should be used against your next bill so if that is the case this bill will need paying then going forward you should not be making manual payments as Sky should be taking it automatically from you.