How to talk to someone instead of a robot

[Kerry163]

I really need to talk to someone about my account as its been restricted due to missed payments, I only have broadband that I knew off  but looking on my bill I have a landline that I didn't know or ever used, sky glass, sky TV. So £92 on sky broadband and talk, then £86 for sky glass TV. I've been paying £42 a month for broadband I thought but looking on my account I see all these others 

I'm under the mental health and classed as vulnerable, my partner is disabled, I have 3 children that needs Internet for school work, I also claim universal credit due to my mental health issues so should be on a social tariff, I struggle to even talk on the phone with anyone but then get a robot that doesn't help or give me an option to press for my query. My social life /communication is through the Internet,  I have no life as it it cause of servere anxiety.this is just a constant worry cause I don't like debt. It stress me out and make my health worse 

Please can anyone point me in the right direction for this matter,  I'd be very grateful 🙏 

[SKY1992bf]

@Kerry163  You won't be able to speak to anyone until you pay what you owe in full and setup a new continuous payment method 

this applies to all customers regardless of circumstances 

further you may want to register your account with the accessibility team as they may be able to provide further assistance 

https://www.skyaccessibility.sky/

[Katherine1x]

I am a new customer with sky it hasn't been installed yet said it's been delayed but still going to get charged even though I'm not receiving internet or TV? Then went on account said I've got sky glass,? I've have no sky glass TV nor did I ask for a sky glass account?

[Gavin+Noble]

@Katherine1x Is It possible a former partner or family member has used your details to get a Glass TV? 

[Katherine1x]

Nope no1 has sky glass that I no of and only ever had 1 partner of 25 years and she doesn't have sky or cable or anything other than free view.. so no

[Katherine1x]

Thinking maybe been miss sold?

[Gavin+Noble]

@Katherine1x Possibly. I would ring Sky straight away to find out what's going on and cancel anything if you're still in the 31 day cooling off period. 

[Katherine1x]

Cheers I'm going to cuz don't sound right..

[SKY1992bf]

@Katherine1x  You say you're a new customer so what services/products did you order?

note streaming tv services (sky glass / stream) are chargeable 21 days after delivery whether there's a working connection or not 

[caesarome]

@Kerry163 

As @SKY1992bf has sad billing for Sky Stream can start before the service has been activated so is it Sky Stream that you have ordered ?

[Katherine1x]

O wow I ordered for the first time broadband and TV only ever had Freeview and internet on my prepaid mobile phone I was supposed to be connected today with internet and TV, but they haven't even came out to do anything but want to charge me tomorrow? When I order it nearly a month ago? Sky was supposed to ring me bk today just got a message that you can't reply to saying sorry still looking into what's going on? I'm going on? And for some reason I've got a sky glass account when I don't have a sky glass TV and never heard of it before??? I'm going to cancel my direct debit today.. they have broken the contract with me. Citizen advice told me to do it.

[Katherine1x]

It said 14 cooling off period so I have 30 days that why she said she would ring me bk and didn't trying to waste time??😡

[Katherine1x]

Trying to do the same to me I'm cancelling direct debit 

[Katherine1x]

Yeah sky streaming and broadband have not been connected but still want to charge me? How can they charge you for a service you are not receiving? 

[Mark39]

@Katherine1x Sky Stream is self install. Have you received your streaming Puck?