Bill

[SKY1992bf]

@stuart3009  The information you were given is unfortunately totally incorrect 

now your service is restricted the following applies 

If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions as sky won’t take your call until you do

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts

If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

If you disagree with the billed amount it’s advised to pay it first to get service restored then you will be able to contact sky to dispute it and should sky agree an error has been made they will refund any overpayment

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

[stuart3009]

So that employee was talking nonsense 

[Daniel0210]

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@stuart3009 wrote:

give us a ring and weather this is true sky will pay off the bill but can't only be used once 

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@stuart3009 

It's never been the case that Sky will pay off the bill (as in write off the debt). 

[daveNOS · Accepted solution]

@stuart3009 While i wouldn't have relied 100% on what the agent told you there have been occassions posted here when customer have had debts waived by Sky, obvioulsy i have no idea what the exact criteria needs to be met for that to happen but if you where told that by an agent then you may have a valid case for a complaint.

If you can't get through by phone(try withholding your number to see if that helps) then you can make a complaint via this link https://www.sky.com/help/articles/how-to-make-a-complaint , ask that the call be listened to as now your unable to make contact to get the payment issue sorted as advised.