Bill query

[fizzycat007]

Just looked at my sky mobile page to roll some data and noticed it says next bill will be £189! This shocked me as I have 2 mobiles on my account which total £43 together each month. I went on to view the bill but that amount doesn't show on there? Just my usual amount? So I have no idea if I'm actually going to be charged £189 or if it's a mistake. Is there a number to call to speak to a human? 

[MightyQuinn]

Hi @fizzycat007   I'm afraid that telephone numbers are blocked in this community. However, just expand need more help on any help page and a number should be revealed.

[Daniel0210 · Accepted solution]

@fizzycat007 

Just dial 150 free from your Sky mobile. That's the only number allowed on the forum. 

[Terriannf1]

Hello I need help with my bill I can't afford to pay next week and need to move the payment date doing this online will work but my payment will still come out on the original date which I can't afford 😩

[Daniel0210]

@Terriannf1 

It's likely to be too late for this payment. 

Bills for Sky Q, Sky+, and Sky Broadband/Talk are generated 14 days before your usual payment date. Bills for Sky Mobile, Sky Glass and Stream are generated 3 days beforehand.

The following process applies to everyone …

🟫If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (DO NOT be tempted to make a manual payment in this period).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.

🟫If you have a Continuous Card payment method set up, if the full payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

These links may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

https://www.sky.com/help/articles/support-with-financial-difficulty

If you are behind with Stream or Glass payments there is further information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass