Cannot pay full bill

[Ashleigh23]

Hello, 

I spoke to sky about not being able to pay my full bill this month and I can pay half but to put the other half onto next months and they confirmed this was ok and I wasn't going to get cut off, I'm now receiving emails and texts saying I'm going to get cut off and I'm going to receive late pay fees and every time I call sky it just goes to the automated payment line, I'm getting so frustrated here and I don't know what to do??? 

[Daniel0210]

@Ashleigh23 

You were incorrectly advised. The normal procedure is if you have a Direct Debit set up and the payment fails on the normal payment date Sky will attempt it again 10 calendar days later. Don’t necessarily be tempted to make a manual payment at this point as you may end up paying twice. 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 2/3 days before they restrict your services.

If you have a Continuous Card payment method set up, once the payment fails you apparently don’t have the luxury of that second attempt. Sky send the text/email notification about the failed payment and you usually have about 2/3 days before being restricted.

This is all an automated process and from what we’ve been told Sky Customer Service agents can’t stop it even if you’re told otherwise.
Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date. This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If your services end up being restricted you will:-
(1) have to pay what you owe in full
(2) set up a new continuous payment method
(3) wait for the payment to reach Skys account.
Then your services should be reinstated automatically but not necessarily instantly.

[PandJ2020]

You may have been misinformed.

Our understanding is the restriction and late payment process is automated.

Try calling from a number they don't recognise but you may not be reconnected now until you pay.