Extra time to pay my bill

[Topdoguk12]

Hi I have just been bereaved I've lost my sister and all my money has gone into her funeral service and other expenses

[caesarome]

@Topdoguk12 

Sorry to read about that but when it comes to billing if it isn't paid then you might find your services restricted until it has been paid and that you have setup your payment method again. This applies to us all regardless of any circumstances.

[Daniel0210]

Sorry for your loss @Topdoguk12 

This billing process applies to all customers …

🟣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 at this point will only go as a credit towards the following months bill).

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

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

If you are behind with Stream or Glass payments there is further information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass