How do I contact customer services?

[Sarah+J89]

Hi I have recently had my account restricted due to no-payment. I am aware that sky do not offer an extention of any kind and I'm not wanting to ask for one. I am now receiving emails about my account being cancelled and additional fees applied. I do not want to cancel my services and plan to pay the full outstanding balance within the next few days but can not get through to customer services at all to state my intention to pay. What options do I have? I have tried calling several different phone numbers, I have tried the silly bot thing and I've emailed but still haven't been able to speak to a real person. Thank you 😊

[SKY1992bf]

@Sarah+J89  unless you can get through on a number not linked to your account or by putting 141 before sky's number 

there isn't much you can do other than trying to contact them via twitter or facebook 

even if you get through there probably isn't much they will be able to do as skys system is automated and can't be overridden as far as we know 

providing you pay and setup a new continuous payment method inside 56 days of the first unpaid bill due date you should be ok

[caesarome]

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@Sarah+J89 wrote:
Hi I have recently had my account restricted due to no-payment.

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How recently was this, as Sky can cancel an account is no payment has been received on it for a period of 56 days.

[Sarah+J89]

I don't have social media at all so can't contact them that way.

It will be within one calendar month. Will that prevent further action?

[caesarome]

If you are planning in paying in a few days at the very least once you have done this and setup a payment method again it should then let you get through to Sky which you will need to do about those cancellation emails.

[Mark39]

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@Sarah+J89 wrote:

I don't have social media at all so can't contact them that way.

It will be within one calendar month. Will that prevent further action?

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You should be ok, but just to warn you, you're likely to have to pay next month's bill in advance, too

[Sarah+J89]

The direct debit has not been cancelled and on the app its showing that the last bill has been added on to next months bill. I have no issue paying both as long as the account isn't going to be cancelled before then.

Will I still need to contact customer services once the balance is cleared?

[caesarome]

So to be clear, a payment has been missed and it has been added to your next bill, so where does your account restriction come in, are your services restricted now because if they are it is odd they have done this will moving the bill to next months ?

[Sarah+J89]

 It says on my sky app that the bill for next month includes the amount missed from last month. The services have been restricted for nearly 2 weeks.

[Sarah+J89]

Just to show what I mean if I'm not making sense.

Also the bill says paid on 7th June which it hasn't actually come out yet. 

If I go onto a sky channel it says I need to upgrade and still have no WiFi.

 

 

[caesarome]

Sky does sometimes allow a bill to be carried over and added to the next one which they have done but it is odd that they have also suspended your services from the non payment of it. You could get your services back by paying it and seting your payment method again but doing so will probably not stop the double amount being taken on your next bill.

[Sarah+J89]

I'll wait until the 7th and see what happens. I was just more concerned that they would cancel my subscription altogether and start adding charges etc.

Thank you for all the help. It's a shame I couldn't have just been able to contact customer services so my account wasn't at risk of being cancelled.