Account suspended

[Matthew110]

Hi there. My account has been suspended as a result of not paying a bill in full. I was trying to pay it off over a few months. I need to be able to ring the contact centre to get some help with this. However, when I ring up, it goes to an automated service and asks for payment before I can do anything. Is there anything to get through to customer service either via live chat or phone without needing to pay in order to discuss the situation further. Many thanks.

[GD1]

@Matthew110  As sky don't do payment plans or promises of payment services will remain restricted until the bill is paid in full and a new direct debit is setup.

[Daniel0210]

@Matthew110 
If your services have been restricted because of a missed payment any calls to Sky will direct you to make the payment. Sky won’t reinstate your services until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will need to pay the next bill as well.

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

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. It’s also worth noting that payments aren’t processed at a weekend as banks are closed.

Note: if you leave it over 56 days Sky may terminate your subscription (but you'll still be liable for the arrears. 

[MarkGoldsmith]

As per the previous responses, once your account is suspended you can't do anything until the overdue billis paid.

What you really should have done was phone Sky before you were unable to pay the bill, which at least meant you would be able to speak with someone, unfortunately once an account is suspended you can't speak to anyone.