I'm being charged for what i don't have

[Change+Number]

I'm struggling on what to do about my Sky. I'd been with Sky for about 7 years or so, but then my broadband began too fail. I would call Sky daily for some advice, just too be fobbed off. After afew months my broadband packed up completely, so i said to Sky id happily pay for the Sky Tv, but i shouldn't be expected too pay for broadband if i don't even have it. However, everytime i was charged for the Broadband, which would lead to a hours phone call just to get nowhere. Iv recently stopped all payments too Sky, & they have stopped my Sky Tv. Iv had a letter saying about my overdue bill, but iv said id only pay for the channels that i view, it's absurd for them too expect me too pay for what i don't have. Iv gone through bills & iv probably paid about £750 overall for broadband which i didn't have. So iv told Sky that my bill should be deducted from what they should owe me, but the lady just hung up on me. Any ideas please ???

[Daniel0210]

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@Change+Number wrote:
I'm struggling on what to do about my Sky. I'd been with Sky for about 7 years or so, but then my broadband began too fail. I would call Sky daily for some advice, just too be fobbed off. After afew months my broadband packed up completely, so i said to Sky id happily pay for the Sky Tv, but i shouldn't be expected too pay for broadband if i don't even have it.

Billing continues as normal but auto compensation is applied when there is no service. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when the fault is first reported to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates from 01/04/24). 

However, everytime i was charged for the Broadband, which would lead to a hours phone call just to get nowhere. Iv recently stopped all payments too Sky, & they have stopped my Sky Tv.

That was not a wise move. Sky have restricted your services as you're behind on your payments. If your Sky services have been restricted (it’s normally only a missed payment that triggers this), Sky won’t reinstate them until you’ve paid what (Sky believe) is owed in full 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. Any calls to Sky will only prompt you to make your payment.

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 as banks are closed.

Iv had a letter saying about my overdue bill, but iv said id only pay for the channels that i view, it's absurd for them too expect me too pay for what i don't have. Iv gone through bills & iv probably paid about £750 overall for broadband which i didn't have. So iv told Sky that my bill should be deducted from what they should owe me, but the lady just hung up on me. Any ideas please ???

You can't withhold payment (as you've found out). Sky will take steps to get the money owed which could involve a debt collection agency and will impact your credit score. 

[Mark39]

@Change+Number frustrating as the issues are, you can't unilaterally choose what you're willing to pay for. You need Sky's agreement to alter the terms of the contract you have with them.