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Discussion topic: Cut me off after assuring me it wouldnt happen

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This message was authored by AlanW2604 This message was authored by: AlanW2604

Cut me off after assuring me it wouldnt happen

I am vulnerable and housebound, I was having a little bit of financial difficulty the last month, I phoned sky on the 22nd January and told then I would be able to pay bill in full on 23rd February, I was told I 100 percent would not be cut off from my Internet services untill after this date if the bill wasn't paid, I don't have tv services and rely on broadband for my mental health and to contact family in an emergency etc, you cut me off 3 days ago, I don't have access to a phone, there is no option to live chat etc, I need this sorted it's ridiculous, I walked 3 miles (I am disabled) to a phone box on 22nd January to make sure my services wouldn't be cut off, so why assure me then do it anyway? Is there any way to reverse this untill the 23rd Feb? All calls should be recorded so surely they can prove they told me my services would stay on untill after 23rd Feb.

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This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Cut me off after assuring me it wouldnt happen

Posted by a Superuser, not a Sky employee. Find out more

Hi @AlanW2604 unfortunately i believe you were told incorrect information by the customer services agent.

 

Our understanding on this forum is that the account restriction process is fully automated and cannot in any way be overriden by a customer services agent. The automated process kicks in when an account has become overdue after a set period of time, and the automated process will restore the services once payment has been received and a new continuous payment method has been setup on the account.



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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Cut me off after assuring me it wouldnt happen

Posted by a Superuser, not a Sky employee. Find out more

@AlanW2604 

I'm afraid you were misinformed. 

Restrictions are an automated process and we’ve been told 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 are now 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.

In your circumstances regarding disability it may be worth you registering with the Sky Accessibility Team who may be able to help you in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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