Infuriated. Need to speak to advisor.

[Frustrated-SM]

First off, this is incredibly frustrating. 

I have a family member who is a paraplegic with mental health difficulties. She cannot use a computer or a phone easily. She missed a payment (which she accepts). However, she does not understand the process to pay the outstanding fee or cancel the service. She is not capable of explaining the situation to me, so I need an actual human to walk me through her situation and what I need to do to help her going forward. I need to be able to explain to her the various charges and why she is paying them for this to be resolved. 

Ringing the number...cannot speak to a human seemingly under any circumstances if the account has an outstanding balance. 

Speak to an advisor online...absolutely not, here is a virtual assistant. Virtual assistant says contact details will be provided if I follow the prompts. Did so, and eventually the "assistant" was responding to "disabled family member, need help in assisting with her debt" by spamming articles, including some for nights out at the OU with Sky (I mean, seriously?)

The chat was ended when I was told that it would do better next time, head to this community where people, not necessarily anyone paid by Sky, would discuss my issue. 

I'm sure this rant has been heard many times here, but I sort of feel better after it.

I need to know how to contact someone to discuss this account. Does anyone have any suggestions? I very much want to get her one month debt cleared before debt collectors become an issue and even more charges pile up, because she is not in a position to be able to cope with that. 

[Frustrated-SM]

Just to add, I did not mean anything bad towards the helpful people replying on this forum out of their own time, I appreciate the time and effort. I've just spent all evening trying to make headway on this, getting behind in my own work and I am about ready to throw my laptop out the window. Thanks for reading! 

[Daniel0210 · Accepted solution]

@Frustrated-SM 

Long term your relative should register with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/

As their services are restricted, before Sky reinstate them they'll have to pay what is owed and also set up a new continuous payment method. If the payment is two or more weeks overdue theyll also have to pay the next bill as well. If they allow the arrears to remain for 56 days Sky may terminate the account.

[Depending on their previous payment history they may be able to pay all but £25 which will then be added to the next bill, although this does NOT apply for a Sky Mobile restriction].

If they can’t pay it all in one go they can pay what they want, when they want, but until the bill is paid off in full Sky will not reinstate them the services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay.

Once the payment has cleared and is in Sky’s account the services should be reinstated, but be aware this may not be instant especially at a weekend as the banks are closed.

Any attempt to call Sky will result in them being prompted to pay first.

[SKY1992bf]

@Frustrated-SM  If you know the online account login details for your friend follow the Instructions below 

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

in addition if she isn't already she should register her account with sky accessibility who have more contact options and help going forward 

https://www.skyaccessibility.sky/

[Frustrated-SM]

Thank you, I will try the number again. As soon as I put in the account I was concerned with they wouldn't allow me to talk to a person on an unrelated number either. Is it beneficial to say it's for a different reason just to get through? Or will they, after waiting for ages, tell me they cannot discuss it until its paid? We can't get her to sort this without explaining things first. If she wants to cancel, do you know what the total fees would be (she is out of the fixed term)? Would we need her to pay the debt and then see if they will let us cancel the service? 

[SKY1992bf]

@Frustrated-SM  The bottom line is Sky cs agents can't override the automatic billing system, so you're better off making payment 

she won't be able to cancel whilst the account is restricted/Sky believe she is in arrears

the latest terms and conditions for tv state you can't cancel during a minimum term period, if Sky allows cancellation the fee will equal the normal payment x months remaining