Cost of living support

[CodyKelly1]

Hi I'm struggling to pay my bill this month. I won't be able to make payment until the 20/11/24

[daveNOS]

@CodyKelly1 Sky will give you a 10 day grace period from the date the first direct debit fails beofre they try to take payment again, if that fails then your services will almost certainly be restricted and a late payment fee added, there is no way around that as the system is automated.

[Daniel0210]

@CodyKelly1 
Do you pay by DD or continuous card payment?

The billing process described here applies to everyone…

▪️If you have a Direct Debit set up and the payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

After 10 days, 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 a day or two before they restrict your services.

▪️If you have a Continuous Card payment method set up, if the payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone.

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 you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass