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Discussion topic: Incorrect billing amount and restriction on services

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This message was authored by Sarai This message was authored by: Sarai

Incorrect billing amount and restriction on services

My services have been restricted due to an unpaid bill however my bill is incorrect. I'm a single parent with 2 small children and I need this resolved as my children are unable to watch tv and are at home poorly currently.

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This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Incorrect billing amount and restriction on services

Posted by a Superuser, not a Sky employee. Find out more

@Sarai You had two weeks prior to payment being taken to raise the issue with sky now restrictions are applied , the following applies 

 

If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions as sky won’t take your call until you do

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts


If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

If you disagree with the billed amount it’s advised to pay it first to get service restored then you will be able to contact sky to dispute it and should sky agree an error has been made they will refund any overpayment

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

 

 


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Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
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Please note: I only provide help on the main forums and not via PM
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This message was authored by PandJ2020 This message was authored by: PandJ2020

Re: Incorrect billing amount and restriction on services

Posted by a Superuser, not a Sky employee. Find out more

Unfortunately your services won't be unrestricted until you pay.

 

You cannot choose to not pay your bill.  If it is 'wrong' then Sky will credit accordingly.

 

You cannot easily speak to Sky when restricted.  Phone calls will take you to a payment request only.

 

You may be able to speak to them by using a number they do not recognise or withholding via the 141 prefix.

 

Why do you think it's incorrect?

I am just another Sky customer and my views are my own
This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Incorrect billing amount and restriction on services

Posted by a Superuser, not a Sky employee. Find out more

@Sarai 

As correctly stated above Sky won’t reinstate the service until you’ve paid what (Sky believe) is owed in full. Once reinstated you'll be able to speak to Sky and query the payment. Any error on Skys part would be reimbursed. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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