I need help, my mother has passed away and dad has got advanced dementia, I need to speak to a human

[jackian]

My mother passed away and my dad has got advanced dementia. I need to speak to a human to cancel the sky. I'm going round in circles trying to speak to someone, its all automated 

[Kirsty+S27]

Hi @jackian 

Welcome to the Sky Community Forum.

I am very sorry to hear of your mum and your dad's health. If either one of your parents were the main account holder you can speak to Accessibility Team regarding their account. 

[jackian]

Thank you, I'll look into that. I've been on the live chat thing waiting in a queue since 2.22pm. When I was passed over to the correct dept I was told to wait and not leave the queue as its an alternate to a phone call. However its been well over 4 hours, so I don't know if I'm still in the queue. This is all difficult enough with my parents without all this.

[Mark39]

It may be quicker for you to call the Accessibility team. They are likely to be better equipped to help with your circumstances too.

[jackian]

I've looked through those links and it still won't give me a phone number. I just want to pay my parents bill and/or whatever they owe, but I don't want the sky reinstated as they will be billed again next month. It's frustrating that I've been on this website since 1pm and in the online chat queue since 2.22pm, I've got my dad seriously ill in hospital and with advanced dementia, and I've been at this all day. 

[caesarome]

Try this link that can be found on that page as there is a button that should show you a number to call:

https://www.sky.com/help/articles/contacting-sky-accessibility

[daveNOS]

@jackian hopefully the picture I posted shows as it contains the phone number from the accessibility teams contact us page.

[Daniel0210]

@jackian 

It provides an 0344 number. Are you / your Dad's address in the UK or ROI? 

[jackian]

Thank you for your reply, I appreciate it. When I've clicked on the link (the cognitive impairment option) on the Accessibility team it keeps repeating that my dad needs to pay the amount that is owed to get reinstated.  If I pay the bill (which I'm eager to do) they're going to turn the sky back on to an empty flat, no-one lives there anymore.

[Daniel0210]

@jackian 

My understanding is you won't be able to cancel whilst the account is restricted. 

[SKY1992bf]

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@Daniel0210 wrote:

@jackian 

My understanding is you won't be able to cancel whilst the account is restricted. 

---

@jackian  @Daniel0210  Is correct 

[jackian]

Okay, so once I pay the bill how do I cancel my dad's account. My other issue is when I've tried to pay his bill quite  afew times today, they want me to set up a direct debit again for future payments. My dad isn't going to be going home, he's very poorly in hospital, so the last thing I need is to set up a new direct debit for him. Just to add thank you and I appreciate the replies.

[Daniel0210]

@jackian 

You will need to set up a continuous payment method. There's no getting away from that. As soon as that's done and the money is in Skyscaccount you can cancel giving the required notice but the Accessibility Team can go through all that with you. 

[SKY1992bf]

@jackian  You will also need to setup a new continuous payment method such as a direct debit there is no why round that 

 Once you have paid and setup new payment method you will be able to give the relevant notice period as detailed below 

You can’t cancel/downgrade online I’m afraid

if you wish to cancel/downgrade choose an option on the link below (which includes a message service - not available in ROI) (just click on yes I need more help)

or If you have sky talk landline or mobile call 150

https://www.sky.com/help/articles/cancel-sky-tv#M1014

Note that if your within a minimum term (most Sky contracts have a minimum term of 18 months) for the service you wish to cancel you may not be able to

Also note you have to give the required relevant notice to cancel which is 31 days for tv and 14 days for broadband

Additional information on Broadband: If you are changing to Virgin or cancelling broadband totally you'll have to contact Sky This link should help

https://www.sky.com/help/articles/cancel-sky-broadband#M1014


If you are changing to another ISP who uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf

If in ROI make sure the flag in bottom right hand corner is set to ROI and refresh the page before selecting an option

for reference cancellations are only confirmed once you have written email confirmation, also remember that if you are cancelling sky q completely all equipment will need returning so make sure when sending back you obtain and keep very safe and indefinitely proof of postage, also note that billing continues as normal right upto and including last day of notice period and must be paid, any overpayment for days beyond termination date will be refunded within six weeks of termination date or you can call sky and they will refund within 3-5 working days once the credit is showing on your sky account

apparently best times to call are first thing in the morning 7am or last thing at night 9pm

[Lisa-P1987]

Hi there, I think in this situation you are better off speaking to our cancellation team, we have got a specific part of the team who deals with customers who are seriously ill, and they will speak to family members. You may have to set up a payment method as a temporary measure to get beyond the phone system though,. But the team will be able to take the necessary action in cancelling the account, once you get through.