I can’t pay my bill!

[MiaJames]

I've been trying to pay my phone bill for a whole month and now I'm late. I've put the payment in the credits on my app and it's not taking it out of there and I can't get it out to pay it. I've tried calling sky but they can understand how to spell my name I was on the phone for an hour trying to spell "Mia james". And I have a baby that needed feeding and I don't have time for all of it. 

[Daniel0210]

@MiaJames 

Why are you making what appears to be an unnecessary manual payment? You should have a direct debit or continuous card payment method set up as per the T's and C's you agreed to. 

If your services are not yet restricted the following process applies to everyone, regardless of any personal circumstances …

🟫If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

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 have a Continuous Card payment method set up, if the full payment fails Sky send the 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 also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[caesarome]

@MiaJames 

Do you not have a direct debit or credit or debit card setup on your account because if you have Sky would take the payment from it.