Billing

[Spearce8867]

To whom it may concern,

I hope this message finds you well. I am writing to explain that I have recently encountered some personal hardships due to my mother being diagnosed with cancer. As a result, I have had to take time off work to care for her, which has caused financial strain and impacted my ability to make my Sky payments on time.

I would like to arrange a solution for the missed payments and discuss how I can begin repaying the outstanding balance. If possible, I would also appreciate it if you could send me a breakdown of the missed payments and the total amount owed, so that I can better understand the situation and make the necessary arrangements.

I am committed to bringing my account up to date and resuming regular monthly payments, and I would appreciate your guidance in working out a manageable repayment plan.

Thank you for your understanding and support during this challenging time. I look forward to your response.

Yours sincerely,
Sianmarie Pearce

[Daniel0210]

@Spearce8867 
In case you’re not aware you aren’t directly contacting Sky Customer Services on here. We are mainly customers trying to help other customers.

I'm sorry to hear of your mother's health issues. 

As you mention missed payments I presume it's more than one? If that's the case your mobile services will already be restricted. 

If your services have already been restricted any calls to Sky will only prompt you to pay. Restrictions are normally only due to a missed payment and they are applied automatically so agents can’t override the process.

Sky won’t reinstate services 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. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription. In the case of a mobile subscription this will likely involve the entire outstanding balance for the device being requested by Sky. 

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.

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/

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