Difficulty contacting sky billing please read

[Sotsog1]

Hi. Due to disabilities I struggle to make phone calls. Last night I managed to find an option on my online account to live chat with sky but they were closed. When following the same steps today there is no option to live chat, it's swapped with "you're overdue reinstate account" my account is not suspended and when I click this it says "you're up and running". My bills are late and I need to tell them what day to take it out before they suspend my account instead. As I said the live chat function has been swapped with this annoying "reinstate" screen and I can't get past it to speak to someone. Other than phoning (which I'm unable to do physically) does anyone know a way in which I can get in touch with them urgently? Or get around this annoying screen to be able to live chat. Thanks. 

[Daniel0210]

@Sotsog1 

Two points to make…

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 at best 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

Secondly, it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look at these three links:~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

[Sotsog1]

Hello thanks for your reply. The problem is my bank account changed. So I have given them the new direct debit details but the website states "this won't apply to current bill only future bills". I do not have a card or a way of manually paying the outstanding bill. I need to advise sky to take this via direct debit from the new account. So I really don't know what to do now. Thanks. With you saying they'll attempt again in 10 days will they attempt it from my new account as this is what I need them to do. Thanks. 

[caesarome]

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@Sotsog1 wrote:

Thanks. With you saying they'll attempt again in 10 days will they attempt it from my new account as this is what I need them to do. Thanks. 

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Difficult to say for sure so if they don't and your service are suspended you will need to manually pay it yourself. to get everything restored.

[Sotsog1]

Hello thanks for your reply. It's really frustrating that I know they have a live chat function but my account won't let me access it becauae of the annoying "reinstate pay now" screen over the top of it.