Can't speak to a real person

[Rustyl712]

Hello, 

Due to personal circumstances  and a change in benefits over thr last dew months has led to payments being missed, and now we are restricted. 

I would like to actually speak to a real person to discuss this and resolve the matter. I have tried to contact someone directly for 2 months and I get shifted from pillar to post, which has led me here. I would like to know HOW I can speak to a person - an actual human being - so I can sort this matter out. 

Thanks to this matter - a lack of customer service- I will be leaving SKY and will not recommend them to anyone 

[caesarome]

The issue you are having is that due to your account being restricted Sky will not usually talk to you until you pay what is owed so you will need to do this and setup a monthly payment method and only then will you be able to talk to Sky.

[SKY1992bf]

@Rustyl712  the below information is skys standard policy on restricted accounts and is non negotiable 

If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions as sky won’t take your call until you do

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts

If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

If you disagree with the billed amount it’s advised to pay it first to get service restored then you will be able to contact sky to dispute it and should sky agree an error has been made they will refund any overpayment

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

[PandJ2020]

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@Rustyl712 wrote:

I will be leaving SKY and will not recommend them to anyone 

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You cannot cancel your contract whilst in debt.

As already noted, you need to pay the outstanding balance to restore your services and to speak to them.  Without payment they may eventually instigate debt collection activity.

[Daniel0210]

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@Rustyl712 wrote:

I have tried to contact someone directly for 2 months and I get shifted from pillar to post, which has led me here. 

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@Rustyl712 

Unfortunately if payments have been missed for 2 months and you have been in arrears for 56+ days Sky may very well terminate your subscription due to your payment history regardless of the reasons. Of course you would still owe the arrears. 

[Mark39]

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@Rustyl712 wrote:

I would like to actually speak to a real person to discuss this and resolve the matter.

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The reality is there's no need to discuss it with Sky, which is why you can't speak to an adviser. The only resolution is to settle the amount outstanding.

[Azhda]

Hi 

[Daniel0210]

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@Azhda wrote:

Hi 

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@Azhda 

Do you have a question for fellow customers? 

[matty27]

i need setting up need a engernear

[Daniel0210]

What needs setting up? You can't arrange an engineer via the forum but if you provide more information we'll try to help. 

[matty27]

i have no clue what to do they left kit and i cant connect at all

[Daniel0210]

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@matty27 wrote:

i have no clue what to do they left kit and i cant connect at all

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@matty27 

You have added to a thread on the Accounts & Billing board so we have no idea what kit you're referring to. Broadband, Sky TV? 

[matty27]

full packege.wi fi.everything

[daveNOS]

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@matty27 wrote:

full packege.wi fi.everything

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@matty27 Your not making it easy to help you, which service are you subscribed to? And please don't just Say Sky TV.

[Mark39]

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@matty27 wrote:

full packege.wi fi.everything

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If it's a Sky Streaming Puck you've signed up to, connect it up to your tv and the mains tuen follow the on screen instructions. 

For broadband ('wifi') you can find set up instructions here: https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articl...

For anything else, ypu'll have to be clearer with what you mean.