Contacting Sky

[RP64]

How do you contact someone at customer services. I'll tell you why . I'm not hiding from the fact due to health issues I have an outstanding balance to pay and understand that is why I have my sky services restricted. I want to set up a payment plan to clear outstanding debt which I am not running away from. I have tried every number to contact Sky, but getting an automated message saying that my service is restricted ( yes I know that) and to make payment before I can get connected to an advisor. Has anyone got any ideas on how to contact customer services so I can arrange a payment plan without being instructed to make a payment 

[SKY1992bf · Accepted solution]

@RP64  Sky doesn't permit payment plans or promises to pay on live active accounts 

so if your service is restricted due to non payment then the following applies to all customers regardless of circumstances 

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.

[RP64]

Thanks for the response and advice unfortunately both our phones are linked to our account as I have tried with my wife's phone, also tried by adding  141 before sky number and still getting make a payment before connecting to an advisor. So will just await the debt letters which will come at some point 

[Daniel0210]

@RP64 
Services won’t be switched back on until the arrears Sky believe you owe have been paid and then 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 don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Payment 2+ weeks overdue? you will have to pay the next bill as well.
Payments 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 (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/

🔹

Also see these links offering support:
https://www.sky.com/help/your-account/cost-of-living/articles/cost-of-living-support
and
https://www.sky.com/help/articles/support-with-financial-difficulty

[RP64]

I'm not to worried about getting restricted service been reinstated, just want to set up a payment plan to clear outstanding balance but can't do that as unable to speak to an advisor as system won't allow that till debt cleared, so I'm stuck in the situation won't to pay but cannot speak to someone until balance outstanding cleared, just no help at all 

[Mark39]

@RP64 you could, in the meantime, start making payments of your own volition. It won't result in the restrictions being lifted, but it might delay or prevent Sky calling in debt collectors.