Informed sky I was paying late gave new date and they have restricted my sevices still

[Natasha47]

I informed sky that I can't pay on our original arranged date and confirmed I will pay on the 15 July,  however they havevstill restricted my sevices and so now I obviously can't get through to them. Pretty annoyed especially as I gave a good rating for call handler service ect.. how can I complain right now. Never had any problems like this till now. Extremely disappointed. Please can anyone help. 

[Daniel0210]

@Natasha47 

The restriction process in automatic. Agents can't override it., 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. 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.

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

[Natasha47]

Thanks for Ur reply . But I spoke to someone to inform them! This doesn't make sense 

[Natasha47]

I informed them it would be late. And gave the new date to take the money. I was told I would have to pay a late payment charge. 

[Daniel0210]

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@Natasha47 wrote:

But I spoke to someone to inform them

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@Natasha47 

They cannot override the restriction. In that respect you were misinformed. 

For future reference this is the billing process which applies to us all… 

▪️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 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 Customer Service agents can’t stop it… even if you’re told otherwise.

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

[Natasha47]

How very disappointed i am is actually a understatement, I even had a text to rate the call handler. 

[Natasha47]

Considering I have actually done this in November 2022. And they did allow me to pay both  months payment on the 22nd December 2022.with a late payment fee off course.

So I beg to differ.

Unless this has changed now as it is 2024 . 

[Daniel0210]

@Natasha47 

We can only pass on what we've been told. 

[Mark39]

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@Natasha47 wrote:

I informed sky that I can't pay on our original arranged date and confirmed I will pay on the 15 July,  however they havevstill restricted my sevices and so now I obviously can't get through to them. Pretty annoyed especially as I gave a good rating for call handler service ect.. how can I complain right now. Never had any problems like this till now. Extremely disappointed. Please can anyone help. 

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As others have posted the restrictions are applied automatically, but if Sky said you wouldn't be restricted, you have grounds for complaint. You could try contacting them via their social media pages - their X feed or Facebook Messenger.