Billing

[KazzaFreCha]

I have been a Sky TV/Broadband customer for over 20 years, but I'm disgusted at the lack of customer service currently provided by them. I was already considering changing provider due to the astronomical bills which do not reflect the product provided, and I have probably only remained a customer because of familiarity. The bills are getting higher each month, roughly £145. I missed one bill due to being in between jobs but caught up in April (after having my account suspended with no notice very quickly after my non payment) and paid £145. This month's bill was £245 which I could and cannot afford from my monthly salary so I suspended my direct debit for that amount (I wouldn't have been able to survive financially this month after laying such a large amount) with a view to speaking to Sky about why this bill is so high, and coming to some kind of payment agreement in order to keep my services active. As a longstanding and loyal customer I believed this would be relatively easy to rectify but I was sadly mistaken. 
It is impossible to speak to anyone by telephone unless I pay the outstanding amount which I cannot afford to do and nor am I inclined to at this moment. So I am stuck in a catch 22 situation of having no TV services; soon I will also have no broadband either but I cannot find anyone from Sky to assist or support me in this matter. It is frustrating and upsetting, as well as time consuming and I cannot believe I am being treated this way by such a huge (and until now well respected by me) company, when there is so much competition out there. How do I resolve this issue without being left in financial hardship? 

[caesarome]

As we are fellow customers all we can say  is that if you are out of contract then you are free to cancel your services and go elsewhere as offers do seem to be harder to come by at present as you are not the first to post on here about this.

[Daniel0210]

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@KazzaFreCha wrote:

It is impossible to speak to anyone by telephone unless I pay the outstanding amount which I cannot afford to do and nor am I inclined to at this moment. So I am stuck in a catch 22 situation of having no TV services; soon I will also have no broadband either but I cannot find anyone from Sky to assist or support me in this matter. It is frustrating and upsetting, as well as time consuming and I cannot believe I am being treated this way by such a huge (and until now well respected by me) company, when there is so much competition out there. How do I resolve this issue without being left in financial hardship? 

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@KazzaFreCha 
If your Sky services have been restricted Sky won’t reinstate them until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. Any calls to Sky will only prompt you to make your payment.

If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Also, any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week as banks are closed.

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent.