@Fdug
They can't help you. The restriction process is automated.
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
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If your services have already been restricted any calls to Sky will only prompt you to pay. Restrictions are normally only due to a missed payment and they are applied automatically so agents can’t override the process.
Sky won’t reinstate services until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.
If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.
Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Also, 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/
Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent.
▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise)▪️
NOTE: I only provide help on the forum boards so Direct Messaging is switched off
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Sky customer since 2001
with:
Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
