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Discussion topic: Help speaking to someone when services are restricted

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This message was authored by Ash221 This message was authored by: Ash221

Help speaking to someone when services are restricted

I need help to speak to someone real. My services are restricted as I have a bill outstanding and every time I ring I am not able to get through to someone unless I pay the bill. Why is it so hard to get hold of someone? I and I'm sure plenty other customers  live with severe mental health issues, and it affects my mood when I am unable to just speak to someone at sit. I might cancel my sky and move to somewhere it's easier to get through to soemown real!! 

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Help speaking to someone when services are restricted

Posted by a Superuser, not a Sky employee. Find out more

@Ash221 
Restrictions are normally only due to a missed payment and they are applied automatically so agents can’t override the process. If your services have already been restricted any calls made to Sky will only prompt you to pay,

Sky won’t reinstate services until you’ve paid what 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. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

If you can’t pay what you owe 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. Also, 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/

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent.

 

Note that you can't cancel whilst in arrears.


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Help speaking to someone when services are restricted

Posted by a Superuser, not a Sky employee. Find out more

@Ash221  it's also important to note that cancelling your payment method alone does not cancel your subscription, your account would just keep incurring subscription and late payment fees, with sky ultimately passing on the debt to debt collectors which in turn would affect your credit score


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This message was authored by Leeannmauchin This message was authored by: Leeannmauchin

Re: Help speaking to someone when services are restricted

Please can i get help

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Help speaking to someone when services are restricted

Posted by a Superuser, not a Sky employee. Find out more

@Leeannmauchin wrote:

Please can i get help


@Leeannmauchin 

If your services are restricted due to a missed payment the advice posted above applies to you too. 


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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