HELP!

[musiquariumart00]

My parents have been Sky customers since 1998 and I have been since 2008 but at the moment I haven’t been able to make my Sky payments on time because I lost my job. I do get charged for late payments even though I reported the reason for late payments. I already pay £326 for Sky services (TV, broadband and mobile) monthly. What help can be rendered? I lost my job only because I was expected to come into work after losing a child. I requested a bereavement holiday, but was told I didn’t have enough credit with my workplace to qualify. I had just changed jobs two months and was given only two days off. I obviously couldn’t go back to work after two days because of the pain, but also because my wife was more heavily affected and was also heavily pregnant at the time. She needed my support. So did my other children who had to be off school for two weeks because of the shock. I can’t seem to get any support in this regard and I’m not happy about it. I’m paying a lot monthly without consideration for my plight only for me to get letters announcing an increase again.

[Daniel0210]

@musiquariumart00 
You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Sorry to hear of your current circumstances. 

Late fees are the norm for when payment is missed and services are then subsequently restricted. 

Are your services now restricted? 

[musiquariumart00]

Services are not restricted 

[Daniel0210]

@musiquariumart00 

Unfortunately that may be around the corner. Late payment fees normally occur when any payment is missed regardless of your personal circumstances. 

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

[musiquariumart00]

Apart from the late payment fees, there's now letters saying normal charges are going up. 

[Mark39]

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@musiquariumart00 wrote:

Apart from the late payment fees, there's now letters saying normal charges are going up. 

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Yes, that's the normal annual price increase effective in April.

[MarkGoldsmith]

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@musiquariumart00 wrote:

Apart from the late payment fees, there's now letters saying normal charges are going up. 

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Thats normal.

Thats the annual price rise which happens in April and effects all customers.

[musiquariumart00]

Ah! I see.

[Daniel0210]

@musiquariumart00 

Yes. Price reviews (which normally result in a price increase) happen at this time every year. This is covered in the T's and C's you've read and agreed to. 

Sky are currently sending out emails and letters regarding the April 2026 annual price increases.

Once yours arrives it contains a number to call if you wish to cancel certain Sky services. You have 30 days to call after receiving the notification. Leaving penalty free however only applies to Sky+, Sky Q, and Broadband/Talk.

[musiquariumart00]

Okay!? 

[musiquariumart00]

So, even if the contract agreed ends in 2029, prices can still go up?

[Daniel0210]

@musiquariumart00 

Yes, every April for TV, Broadband and Sky Talk. 

[musiquariumart00]

Thank you!

[MarkGoldsmith]

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@musiquariumart00 wrote:

So, even if the contract agreed ends in 2029, prices can still go up?

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Contracts are typically 24 months in length, and that just means the minimum term of the contract. But yes every April even in a minimum term you will face a price rise ( unless Sky decide to have a year where they freeze prices, which would be highly doubtful).

[MightyQuinn]

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@musiquariumart00 wrote:

So, even if the contract agreed ends in 2029, prices can still go up?

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Hi @musiquariumart00   Just to be clear, your offers (discounts) remain until the end of the minimum term. The list prices are subject to an annual increase on 1st April.