Financial difficulties

[Sandy23]

Hello 

I'm having financial difficulties I cannot pay my bill . 
I spoke to an advisor a few months back to downgrade my sky as I could not pay it . He was yawning on the phone when I was speaking , so I got upset and ended the call . Me and my husband have separated and that's why I cannot make the payments . I just want broadband just until I'm on my feet . 19 years I've been with sky 

[Daniel0210]

@Sandy23 

It's not clear whether your services are restricted or not.

If your services are not yet restricted the following process applies…

🔹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 

▪️

If they are restricted Sky won’t reinstate services until you’ve paid what they believe is owed 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. (If you’re in arrears for 56+ days Sky can fully terminate your subscription.)

These restrictions are automatic and we've been told agents cannot override this process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment.

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, in fact 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/

[Sandy23]

Hi 

my account is in arrears and been blocked I cannot pay the full amount but was told yesterday if I pay some my broadband would go back on . I cannot get through to anyone my stress levels are through the roof . And this doesn't help my mental health . I do cognitive therapy and cannot do it because my broadband has gone off . 
can anyone help please

[Daniel0210]

@Sandy23 

Somit appears your services have now been restricted and as you originally couldn't pay a month ago your services may now have been cancelled. 

So Sky won’t reinstate services until you’ve paid what they believe is owed and set up a new continuous payment method.

As may be the case for you… if your payment is two or more weeks overdue you will have to pay the next bill as well. (If you’re in arrears for 56+ days Sky can fully terminate your subscription.)

These restrictions are automatic and we've been told agents cannot override this process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment.

Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

I have heard of instances where a small amount of a bill can be carried forward to the following month. This seems to be limited to under £25 and will depend on the customers previous payment history so is quite unusual.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant, in fact 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/