Account payment method changed

[phyllis44]

I received an email yesterday saying my monthly debit had not been paid.  My Visa account had been hacked last week, so it was frozen. I immediately went online to Sky and changed my payment method. This was acknowledged.  Today I have no signal. Obviously the debit has not yet been presented to the new bank account.  My account is still showing a notice saying I am in arrears. Has Sky cut off the signal without allowing time for the payment to go through? If so, this is outrageous. I have never been in arrears for the entire 9 years I have been with Sky.

[Mark39]

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@phyllis44 wrote:

Today I have no signal. 

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No signal on which service? Is there an error message?

[MarkGoldsmith]

If the direct debit fails, Sky usually retry 10 days after via direct debit. If the second one fails that is usually when the account is automatically suspended until you manually pay the bill.

[caesarome]

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@phyllis44 wrote:

Obviously the debit has not yet been presented to the new bank account.  My account is still showing a notice saying I am in arrears. 

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Do you pay by the card payment each month or is it taken directly from your bank account via a direct debit ?

[phyllis44]

I  only have SKY TV.  The error message states that there is no signal. Check aerial. Orange light showing on box.

[Mark39]

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@MarkGoldsmith wrote:

If the direct debit fails, Sky usually retry 10 days after via direct debit.

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I may be wrong (it's not unknown 🙂!), but my reading was that the OP has a monthly card payment which doesn't allow a grace period.

[Mark39]

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@phyllis44 wrote:

I  only have SKY TV.  The error message states that there is no signal. Check aerial. Orange light showing on box.

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Thay doesn't sound like a restricted service message. If your Sky box has an amber power LED, it's in standby. Does it not come out of standby when you turn it on with your remote?

[phyllis44]

Have always paid by credit card. Card compromised last week and frozen. Debit bounced. Changed payment yesterday to different account. Obviously new DD not presented.

[phyllis44]

Not responding to remote.

[caesarome]

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@phyllis44 wrote:

Have always paid by credit card. Card compromised last week and frozen. Debit bounced. Changed payment yesterday to different account. Obviously new DD not presented.

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So have you made the payment now to clear this outstanding amount ?

[Mark39]

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@phyllis44 wrote:

Not responding to remote.

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Which Sky tv service do you have:

Sky+?

Sky Q?

Sky Glass/Stream?

[MarkGoldsmith]

This doesn't seem related to an overdue bill or an account suspension then if its just your box isn't responding.

What Sky TV service do you have?