Broadband reactivated

[Gary1070]

Hi, my broadband has been blocked and I've got sky stream, so no tv 🤦‍♂️🤦‍♂️but after speaking to a customer services representative, a message has been sent to a manager to reinstate my broadband, does anybody know how long this generally takes. 

Thank you in advance 

[GD1]

@Gary1070  When you say blocked, do you mean restricted due to non payment?   If so have you cleared the balance?  How long ago were you restricted?

[caesarome]

If a bill is outstanding then it has to be paid in full so there is nothing left to pay on your account and you will also need to setup a payment method. You will now have to wait until the payment has been cleared by the banks which might not be until tomorrow at the earliest now.

[Gary1070]

I wasn't aware that my first bill would be double, so I paid £38 leaving £38 to pay next Friday, but now my broadband has been blocked, I was told that a message has been sent to a manager to reinstate my broadband. I know you're told that it can take up to 24 hours, but just wondered how long does it normally take. To be honest it's so frustrating, if the manager decides that he will not reinstate my broadband until next Friday, then I've said that I will cancel all my sky services. Also I have all green lights on my hub, I thought internet ligjt would be Amber.

[MarkGoldsmith]

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@Gary1070 wrote:

I wasn't aware that my first bill would be double, so I paid £38 leaving £38 to pay next Friday, but now my broadband has been blocked, I was told that a message has been sent to a manager to reinstate my broadband. I know you're told that it can take up to 24 hours, but just wondered how long does it normally take. To be honest it's so frustrating, if the manager decides that he will not reinstate my broadband until next Friday, then I've said that I will cancel all my sky services. Also I have all green lights on my hub, I thought internet ligjt would be Amber.

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So from what we understand no one at Sky can manually remove as restriction as it's an automated process linked to the balance against your account. Not quite sure what you were told on the phone but I wouldn't expect your broadband to be reinstated until you can paid the remaining balance.

also worth noting you shouldn't be paying manually as the T&Cs state you need to have a continuous payment method setup your Sky account, direct debit or debit/.credit card. As a result it's also possible the service restriction will not be lifted until this is also setup.

[Mark39]

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@Gary1070 wrote:

...I was told that a message has been sent to a manager to reinstate my broadband. I know you're told that it can take up to 24 hours, but just wondered how long does it normally take. 

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Difficult to say. I imagine it depends on which manager the message was sent to and their workload.

Your Hub lights will still be green as your internet hasn't been disconnected, even though you can't currently use it. You won't be able to cancel if you're in contract, or while your services are restricted.