Being charged twice for tv subscription because I used it when away

[Clrdwns]

I used my additional box when I was away from home but it is at my main address with me at all times but sky has started charging me twice for my subscription I didn't realise that I wasn't allowed to use it outside my home I thought because it was a puck and plug and play that I can use it for whatever I needed it for as long as it was with me the bill payer now my bills are a lot higher than normal and I have struggled to pay them and my additional box hasn't been used for a while as my living room tv is broken how can I sort this situation and get my bill back to its usual cost and get sky to understand the situation and why it was used outside the house due to my health issues and needing care outside the house from time to time it's not fair I pay for the devices I should be able to use it how I want and need

[PandJ2020]

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@Clrdwns wrote:

it's not fair I pay for the devices I should be able to use it how I want and need

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Unfortunately the contract you agreed doesn't say that...

I presume this was applied: "If you or any other person uses any of the TV services on Sky Glass or Sky Stream puck anywhere other than your home address you will be in breach of this contract and we may charge you an Additional Location Charge"

Are your services currently restricted due to lack of full payment?

[Clrdwns]

Yeah I get that I obviously don't see that part but it's not on a regular basis and it's only when I'm being treated for my health issues away from home it's barley on at the moment and it's not happened enough to warrant all the extra charges applied but it's my mistake obviously but I'm now cut off because the bills are higher than I signed up for and it's difficult but obviously now I know it will be left at home all the time I wonder if sky would reconsider and refund the charges as it was a genuine mistake on my part and won't happen again it's life is hard enough for me would hope they could understand 

[Daniel0210]

@Clrdwns 
I cannot see Sky letting you off any charges for breaking their terms and conditions. Sky won’t reinstate services until you’ve paid what they believe is owed 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. (If you’re in arrears for 56+ days Sky can fully terminate your subscription.)

These restrictions are automatic and we've been told agents cannot override this process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment.

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, in fact any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

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/

[PandJ2020]

Breaking the terms of the agreement doesn't put you in a strong position of course.  But if you pay what you owe you'll be able to discuss the circumstances with them - you never know if they are prepared to consider goodwill in the circumstances.

[Clrdwns]

I can understand that but they're extenuating circumstances and the fact it was a genuine mistake on my part I totally get I breached the terms I wasn't aware at the time and it only happened twice but cause I haven't been using my additional device it hasn't reconnected to my home broadband so obviously sky are assuming it's still not at my address I never noticed till I looked into why my bill was so high and see the extra charges I have contacted them by email and explained the situation and the reasons for it just hope they can take into consideration the whole situation and do the right thing and refund me so I can get my services restored I'm on benefits and have to live on a budget and I have budgeted for my original subscription prices and cannot keep my services on if I'm paying double what I can afford will see fingers crossed for a bit of understanding thanks for your help though 

[MightyQuinn]

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@Clrdwns wrote:

I have contacted them by email

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Hi @Clrdwns   Interesting, I wasn't aware that Sky even uses email as a means of communication.

[Daniel0210]

@Clrdwns 

@MightyQuinn is correct. Sky don't use email for general communication so you may not receive a response. 

[Clrdwns]

It was a complaint not a general enquiry I know it's difficult to get hold of them for sure I don't have a phone right now so fingers crossed I get a response