I speak to someone for support with my account

[ChaosDruid]

I need to call and speak to an actual person

I need to to discuss about my health problemsas thereisno way of doing this online

I also need to talk to them regarding payment details

[caesarome]

@ChaosDruid 

As you have health issues then I would get yourself registered with the accessibility team at Sky as there are additional contact option's available ce you have done this, you can do this via here:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[ChaosDruid]

I have somehow got through to someone, but they are not helping me in the slightest.

I am asking for help, but they are doing anything but help!!!!

[caesarome]

What is the issue with your payment details as we might be able to answer any questions you have via here.

[Daniel0210]

@ChaosDruid 

Are you able to tell us what the issue is you say Sky won't help with? 

[ChaosDruid]

I am trying to discuss with them ways of getting my account unrestricted.

I am aware there is a balance to pay, but I cannot get this paid off due to being on benefits and not able to work.

So I am trying to get help to allow me to get this sorted.

[Daniel0210]

@ChaosDruid 
If your services have been restricted any calls to Sky will only prompt you to pay. Restrictions are normally only due to a missed payment and they are applied automatically so agents can’t override the process.

Sky won’t reinstate services until you’ve paid what 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. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

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.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent.

[caesarome]

The rules apply to everyone and I'm afraid that if your account has been restricted due to a bill not being paid Sky will not reinstate your services until the bill has been paid off in full. When you do pay it if you are two weeks or more late in paying it then the next one has to be paid as well.

[Mark39]

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@ChaosDruid wrote:

I am trying to discuss with them ways of getting my account unrestricted.

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There's only one way to do that I'm afraid. Pay what you owe and set up a new direct debit or monthly card payment.

[Sugar23]

Hi soz money probs at the moment .As I offer sick and my husband is looking after me with no pay .sorry please my I pay my sky bill on the 25 of Oct please .sorry about this I really am .I going in to hospital on Monday .But monies go in the bank on the 25th .many thanks Sharon monk

[caesarome]

@Sugar23 

You are only talking to other customers on here so the post back up the page by @Daniel0210 applies to you,

[Daniel0210]

@Sugar23 

Are your services already restricted as is the case with the original poster? If not, the following billing process applies 

▪️If you have a Direct Debit set up and the 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 before they restrict your services.

▪️If you have a Continuous Card payment method set up, if the 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.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

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