Extension on payment

[Patricia--]

Hello im wondering if I can have a extension on my bill please, I am awaiting a new card so I can't access my account

[Daniel0210]

@Patricia-- 
If you are new to the forum then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

Sky don't allow extensions on payments.

This is the billing process for everyone …

🔴 If you usually pay by Direct Debit and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment made in this period will usually only go as a credit towards the following months bill leaving this months unpaid).

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 usually pay by Continuous Card and the full payment fails on the normal payment date Sky will send a 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.

These links may also provide some useful advice …

🔹 https://www.sky.com/help/articles/cost-of-living-support

🔹 https://www.sky.com/help/articles/support-with-financial-difficulty

🔹 https://www.sky.com/help/articles/missed-payments-sky-glass

[caesarome]

@Patricia-- 

Do you not usually pay by a direct debit because if so, or if you can change your payment details to it then a card and awaiting a new one plays no part in it as the payment is then taken directly from your bank account.

[MightyQuinn]

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@Patricia-- wrote:
Hello im wondering if I can have a extension on my bill please, I am awaiting a new card so I can't access my account

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Hi @Patricia--   If you have a banking app, then you should find all your new card details are available now.

[GD1]

@Patricia--  Do you currently pay by direct debit?  If yes then neither being unable to access your account or waiting for a new debit card will affect your direct debit payments which are collected direct from your account.