Being billed for calls made after Sky Talk Anytime contract started

[LeonoraRose]

Please can anyone explain why I am still being charged for phone calls made after the date that my Sky Talk Anytime package should have started? 

[SKY1992bf]

@LeonoraRose  Are calls lasting over a hour ?

anything over an hour is chargeable 

[LeonoraRose]

I should have clarified this in my origninal post. The calls are not longer than an hour. 

Thank you for your reply. 

[SKY1992bf]

@LeonoraRose  Then the only other thing it could be so long as the new plan is definitely active on your account (which is worth checking) is that you are calling numbers that aren't covered by the plan 

[LeonoraRose]

 @SKY1992bf 

Thanks again

Sky Talk Anytime Extra has been itemised on my bills as expected and in my messages there is confirmation of the package with a minimum start date 03/02/2024. 
I have been careful and have still been charged for short local calls made long after 03/02/2024. I have spoken to Sky who said last week that they will update me when they have any updates but I am worried to make calls in case of being charged. Despite continuing to pay for Sky Talk Anytime Extra.  

[MarkGoldsmith]

@LeonoraRose If you feel like the customer services team you spoke with aren't resolving the issue you can always raise a complaint through Sky's official complaint process.

This may well help speed up a resolution, or perhaps lead to some compensation applied to your account if there was a problem caused by Sky.

https://www.sky.com/help/articles/how-to-make-a-complaint