Account suspended due to 2 months not paid due to a genuine mistake and I cannot get through to Sky

[kelshaw42]

Hello, I hope someone can help me with my problem.

I spoke to a Sky Agent some months ago it was a landline Dublin number, and he set the account up and accepted that the installation was in my brother's house and the account in my name.

Because my Brother's Bank Ulster Bank closed down Sky accepted my Brother's Credit Union account to take their monthly money which they did in December 2023.

My brother made a genuine mistake and lodged Jan and Feb payments into his savings account and not his service account. Skyt sent me emails suspending the account and I am unable to talk to a human to explain. My brother lives alone and cannot write emails so I am trying to sort the problem. I was away for a month and only opened my emails and saw what happened. 

I have posted two emails to the complaints dept asking if I could talk to customer care without success

My Sky App now says I have left Sky and I am blocked.

I would appreciate help please if someone reads this and tells me how I can speak to a human to 

explain what happened, they have also billed my brother for Sky Glass he does not have that.

Thank you.

[caesarome]

Sky will not talk to the account holder until the bill and what is owed as been paid in full as this applies to everyone who has had their account restricted so the both of you will need to get these payments made before your services will be restored and you will also need to setup a regular monthly payment method like a direct debit.

[kelshaw42]

Thank you for your quick response. Sky got December's payment and before Jan 2023 was due my brother lodged the payment and the same for Feb but as I have explained he lodged the payments into his Credit Union savings account and not his direct debit there, I was not aware of the suspension until I returned from holiday and read my emails. 

I went to the credit Union two weeks ago to make sure he lodged enough money to cover his Sky bills for six months. I paid Sky 176 euros for Jan and Feb with my Debit Card but Sky now wants 37.99 Euros for Sky Glass which he has not got so because of this problem we are still suspended and are now saying in an email that he wants to leave Sky, he does not want to leave.

I hope you understand.

We cannot get help or speak to customer care because the account is suspended.

If we do not pay 39.99 euros for Sky Glass which he never asked for or received we are in Noman's land.

Is there any way I can contact Sky by phone to explain what happened?

Thank you again.

[MarkGoldsmith]

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@kelshaw42 wrote:

Thank you for your quick response. Sky got December's payment and before Jan 2023 was due my brother lodged the payment and the same for Feb but as I have explained he lodged the payments into his Credit Union savings account and not his direct debit there, I was not aware of the suspension until I returned from holiday and read my emails. 

I went to the credit Union two weeks ago to make sure he lodged enough money to cover his Sky bills for six months. I paid Sky 176 euros for Jan and Feb with my Debit Card but Sky now wants 37.99 Euros for Sky Glass which he has not got so because of this problem we are still suspended and are now saying in an email that he wants to leave Sky, he does not want to leave.

I hope you understand.

We cannot get help or speak to customer care because the account is suspended.

If we do not pay 39.99 euros for Sky Glass which he never asked for or received we are in Noman's land.

Is there any way I can contact Sky by phone to explain what happened?

Thank you again.

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As previously stated Sky's policy is that no customer services agent can talk to you whilst an account is suspended.

In this situation you will need to pay what Sky is claiming you owe and then you can call Sky and query that additional payment once your account is reactivated. If it's an error on Skys part they would refund you the extra money. You should also note that is payment isn't received within 2 months Sky reserve the right to completely cancel your services, which may be what has also happened if you have received an email stating the contract is being cancelled.

[PandJ2020]

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@kelshaw42 wrote:

We cannot get help or speak to customer care because the account is suspended.

Is there any way I can contact Sky by phone to explain what happened?

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If the account is restricted then as explained they will not speak to you until full payment is made.

The only way is to call from a number they don't recognize or connect to someone without account details - the automated system will block everytime if it identifies a restricted account.

[PandJ2020]

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@MarkGoldsmith wrote:
You should also note that is payment isn't received within 2 months Sky reserve the right to completely cancel your services, which may be what has also happened if you have received an email stating the contract is being cancelled.

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Possibly - this doesn't remove any alleged 'debt'.

[caesarome]

In case you are not aware @kelshaw42 this is a customer helps customer forum so we can only tell you how things work so you will need to pay what they say is owed and then you can take up the issue regarding Sky Glass with Sky who if an error has been made should apply a credit to the account for any overpayment.

[kelshaw42]

Thank you. Sky has asked me to verify that I wish to leave, they said I wish to leave, I have never said I wanted to leave. They are paid to date except for the Sjy Glass which is not on the package and never received. I will try with someone that is not with Sky and will not recognise the phone number. Thank you for all help. Kelshaw42.