Billing

[Swaffs]

My Sky account doesn't start until the 16th November, but I have a message from you guys saying that Please note: If you haven't activated your TV service within 14 days of delivery, your billing will start automatically. Why am I being charged for the service that hasn't been done yet?

[caesarome]

@Swaffs 

Is your TV service Sky Stream and have you been sent the stream box already ?

Are you having Sky Fibre broadband activated on the 16th November ?

[MarkGoldsmith · Accepted solution]

---

@Swaffs wrote:
My Sky account doesn't start until the 16th November, but I have a message from you guys saying that Please note: If you haven't activated your TV service within 14 days of delivery, your billing will start automatically. Why am I being charged for the service that hasn't been done yet?

---

That would be because the TV product and any broadband product are separate services under different T&Cs and contracts. As the sky streaming platform works with any internet connection, Sky assumes that the vast majority of customers will have a working internet connection when they order Sky Stream, even if they are subsequently waiting to be switched over to Sky broadband.

Once your broadband is up and running contact Sky and ask if they would be willing to credit the TV portion of the bill from the activation date to the date the broadband was installed.

[Swaffs]

Yes I am having the fibre Internet connected on the 16th of November. They have sent the puck, which will be installed at the same time as the Internet. 

[caesarome]

@Swaffs 

When you received the Sky Stream equipment you have 21 days to activate it but as you are not have fibre installed until next month if you can't use it the billing will start automatically after these 21 days. In situations like this Sky are usually quite fair so if you do have no working internet then after fibre is up and running you can contact Sky to see if they will apply a credit to your account to cover the cost of the days you caouldn't access Sky Stream.