Broadband

[Emrr]

I am writing regarding my Sky Broadband account

I have already paid this month’s bill in full. Despite this, my internet service has been disconnected. When I log into my account, the system is requesting that I register a payment card, which should not be necessary as the payment for the current period has already been completed.

My service should still be active. Please:

1.  Confirm that the payment has been correctly applied to my account.

2.  Reinstate my broadband service immediately.

3.  Advise why the system is showing a requirement to add a card and correct any error on the account.

I would appreciate a prompt response and confirmation once the service has been restored. Please let me know if you require any further details or a copy of the payment confirmation.

[Daniel0210]

@Emrr 
You aren’t actually contacting Sky by posting here as this is a customer ▶️ customer discussion forum where we try to assist other customers.

It sounds very much like you have made an unnecessary manual payment which has correctly gone as a credit for next months bill leaving this bill unpaid and the planned direct debit or continuous card payment has failed meaning your services have been restricted. 

Restricted services won’t be switched back on until any arrears Sky believe you owe have been paid and you’ve also set up a new continuous payment method. Until then any calls to Sky will only prompt you to pay.

Restrictions are applied automatically and can’t be overridden by agents. Sky do NOT allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

If a payment is 2+ weeks overdue you will have to pay the next bill as well.
If payments are 56+ days overdue Sky can fully terminate your subscription (but you’ll still owe the arrears).
If this is part of a credit agreement purchase (for Sky Mobile or Sky Glass) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. 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/