Have been restricted and cannot contact Sky to discuss

[ChristianJN]

I rang up Sky last week and advised that I could not afford to pay my bill from last month but would be able to pay it on the 21st December. 

I was told that was fine and I should cancel my DD with my bank to prevent payment going out. Which I did. 

Now my account has been restricted. I cannot call up to discuss this because it says I need to clear the payment first. No number let's me speak to a human. The customer service email is no longer in use. 

Please help.

Christian

[Daniel0210]

@ChristianJN 

You were given incorrect advice. The restrictions are automatic and the agents can't override it. 

If your services have now been restricted (and it’s normally only a missed payment that triggers this), any calls to Sky will direct you to make the payment. Sky won’t reinstate your 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 need to pay the next bill as well.

If you can’t pay it all 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. Any payment you make over a weekend isn’t likely to be processed until the following week as banks are closed.

[ChristianJN]

Thanks.

Will pay it off when I can then leave Sky then. 

[Mark39]

If you're not in contract, you'll be able to cancel Sky TV by giving 31 days notice, two weeks for broadband. You can't cancel Sky TV if you're in contract.

[MarkGoldsmith]

That's really strange advice that they told you to cancel the DD as that's something that really shouldn't be done and will likely cause you some extra hassle with paying the money owed for the past months and upcoming months until your contract is cancelled.

cancelling the DD won't cancel your Sky contract and actually if the DD fails due to insufficient funds, Sky retry the direct debit about 10 days later before restricting your services, which does help provide a 10 day grace period with the overdue bills.

[Janemac27]

I have been told the same advice by two members of Sky's customer services. I even queried it after getting emails warning me about miss payments and was told "oh it's fine, please do not worry , it's a standard email which is sent" I was told I could pay at the end of the month when I had the money. I have now been sent a mail saying my services have been restricted. 

[Daniel0210]

@Janemac27 

In that case post 2 above applies.