Billing

[Aj119]

I have paid 49 pound in credit last month for this month sky bill then I put another 30 pound in to cover 75% if the bill i was told by 2 separate employees tha I can pay the other half after Xmas and not to worry but since then sky tired tk take out 49 pound which is half of the bill and I also been told I be charged 10 pound if I don't pay the bill? 

[Daniel0210]

@Aj119 

Your post is a little confusing. Why are you making any manual payments? 

If your services are not yet restricted the following process applies to everyone, regardless of any personal circumstances …

🟫If you have a Direct Debit set up and the FULL payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

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 have a Continuous Card payment method set up, if the full payment fails Sky send the 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.

These links may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

https://www.sky.com/help/articles/support-with-financial-difficulty

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass