Bad customer service

[Angry4]

Sky is an absolute joke I've tried to call them but no one will talk to me until I paid my bill I was actually calling them to discuss my bill as I've lost my job and my husband has moved out due to us getting divorced and what help do I get from a service I've had for over 11 years I am seriously considering leaving now absolutely ridiculous 

[Daniel0210]

@Angry4 

That is normal and the same for all customers who's payments have fallen behind.

If your Sky services have been restricted any calls to Sky will just prompt you to pay. Restrictions are normally only due to a missed payment. Sky won’t reinstate 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 have to pay the next bill as well. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

If you can’t pay what you owe 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. Also, any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week as banks are closed.

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/

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent but be aware until you pay what you owe you won't be able to cancel. 

[Mark39]

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@Angry4 wrote:

Sky is an absolute joke I've tried to call them but no one will talk to me until I paid my bill I was actually calling them to discuss my bill as I've lost my job and my husband has moved out due to us getting divorced and what help do I get from a service I've had for over 11 years I am seriously considering leaving now absolutely ridiculous 

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If Sky won't talk to you, it's because you already have an unpaid bill. They may have been able to help if you had called before your bill became overdue.

[Angry4]

Stupidity is what it is people are struggling to live and your company won't talk to their customers about what help they can offer 

[Daniel0210]

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@Angry4 wrote:

your company won't talk to their customers about what help they can offer 

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@Angry4 

We don't work for Sky. We're just customers like yourself. 

[Angry4]

I hope they do cancel my account new broadband getting connected around my area probably be much cheaper and I know other suppliers actually talk to their customers not throw them away after 11 years 

[MarkGoldsmith]

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@Angry4 wrote:

Stupidity is what it is people are struggling to live and your company won't talk to their customers about what help they can offer 

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Thats because you need to inform Sky about any potential change in financial circumstances as soon as they occur rather than waiting until a bill is overdue, as it may be possible to reduce your packages to reduce ongoing monthly costs (depending on the terms and status of your contract). 

Sky do offer special social tariffs on Sky Mobile and Sky Broadband for those people who claim certain benefits, as a way to help: https://www.sky.com/help/articles/sky-social-tariff

Sky TV isn't an essential service and therefore doesn't have a special social tariff.