Billing

[SJ78]

Ive had major fraud on my bank account and cant pay my bill till I get new details which will be through Monday at the latest can my service stay on till then as had email about restricting my broadband?

[Daniel0210 · Accepted solution]

@SJ78 
This is the billing process that applies to all customers…

🔴 If you usually pay by Direct Debit and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment made in this period will usually only go as a credit towards the following months bill leaving this months unpaid).

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 usually pay by Continuous Card and the full payment fails on the normal payment date Sky will send a 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. 

[caesarome]

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@SJ78 wrote:
 as had email about restricting my broadband?

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If you pay by a direct debit then your broadband would only be restricted if Sky can take it when they try for a second time which is 10 days after their first attempt. This doesn't apply to card payments where the restrictions could start should the payment fail.