Billing.

[Staysafe95]

My sky has been restricted due to a missed payment. I cannot use phone calls. I am a full-time carer to my 5-year-old son who has autism and ADHD. His iPad is his primary emotional and sensory regulator, and losing the internet is causing severe distress. Can an official Sky Advisor please escalate this post to a private chat session so I can request an emergency vulnerability reconnection and look into a social tariff?

[MightyQuinn]

Hi @Staysafe95   I'm afraid that Sky will not talk to you until you have paid in full what they think you owe and set up a new continuous payment method. This is in all circumstances.

[Daniel0210]

@Staysafe95 
If your services have been restricted due to a missed payment/s they won’t be switched back on until any arrears Sky believe you owe have been paid and you’ve also set up a new continuous payment method. Until this has been done any calls to Sky will only prompt you to pay.

Restrictions are applied automatically and can’t be overridden by agents. Sky do NOT allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

If a payment is 2+ weeks overdue you will have to pay the next bill as well.

If payments are 56+ days overdue Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (for Sky Mobile or Sky Glass) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. 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/

Also see these links offering support:
https://www.sky.com/help/your-account/cost-of-living/articles/cost-of-living-support 
and
https://www.sky.com/help/articles/support-with-financial-difficulty

♦️

Once your services are back up and running see this link which explains the process if you’re eligible for Sky Broadband Basics.
https://www.sky.com/help/articles/sky-social-tariff

The Sky account holder needs to be claiming:~
Universal Credit (UC)
Pension Credit (PC)
Income-based Employment Support Allowance (I-ESA)
Income-based Jobseeker’s Allowance (I-JSA)
Income Support (IS)
These are the only qualifying benefits and in order for Sky to carry out checks with DWP they will need your National Insurance number.

Sky Broadband Basics costs £20 a month for 24 months. It includes:

Full Fibre: Sky Full Fibre 75 or 150; or
Part Fibre: Sky Broadband Superfast 35 or 80; or
Copper: Sky Broadband Essential Plus, if fibre broadband isn’t available where you live.
and; the Sky Talk Pay As You Go tariff (ie: all calls are chargeable).

Broadband Basics is only available to customers who already have Sky Broadband and to add the Sky Mobile offer, you’ll need to be taking Sky Broadband Basics, and:
a) already have Sky Mobile and the current lowest data plan or
b) you can add a new data plan with Sky Mobile (subject to the lowest current available tariff).
The linked Sky mobile deal is only for 12 months.

There is no equivalent offer for TV.

If you are eligible you’ll need to call Sky to join.

The broadband part of the social tariff lasts for 24 months and then reverts to the full cost but if you’re still eligible you will then need to re-apply.