I want to know why account has been suspended

[Victoria41]

There's no internet at my address and when I've gone on to my account, it says that it is suspended due to a bill not being paid, but the account is up to date with payments, I want to know why this has happened.

[Deedee36]

@Victoria41  As this is a customer to

customer forum you will need to contact sky to discuss any issues with your account.

[Daniel0210]

@Victoria41 

However, if your services are restricted due to a missed bill any calls to Sky will only prompt you to pay first.

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. 

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.

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