Is this all a Scam?

[Jasper151]

I have been with Sky for many years without any problems during which time ,I have always paid my account by Direct Debit.   In which case, I do not see how I can owe you money as my last bill was paid on15 December.      I have spent most of today trying to speak with a human being to sort this out but so far in vain.      Please will somebody talk to me and explain what is happening.

[Daniel0210]

@Jasper151 

We obviously can't see your bills. 

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@Jasper151 wrote:

I have spent most of today trying to speak with a human being to sort this out but so far in vain.   

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All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

[Jasper151]

I have been a customer of Sky for many years and always paid my account by direct debit from my bank without any problems.   Now you tell me that I owe £164.63 which I do not believe is true unless you have never requested it.      What is it and why has my phone been suspended.      If this is how you treat a long service customer, I think it is outrageous.     Please sort this out without further delay.

[caesarome]

Sorry @Jasper151 but this is a forum where customers help each other so you are not talking to Sky.

You can view your bill anytime you want via the MySky app or online here:

https://www.sky.com/mobile-bill

If your phone has been restricted then has your latest bill been taken via the direct debit ?

[MightyQuinn]

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@Jasper151 wrote:

Please sort this out without further delay.

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Hi @Jasper151  I'm afraid that you are not talking to Sky here, just other customers. Please see Welcome below for information about this community.

[Daniel0210]

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@Jasper151 wrote:

why has my phone been suspended.  

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@Jasper151 
If your services have already been restricted that will only be because of a missed payment. Sky won’t reinstate them until you’ve paid what you owe and you’ve also set up a new continuous payment method.

Until you’ve done this any calls to Sky will only prompt you to pay.

If your payment is 2+ weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (mobile or Sky Glass for example) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment .

Restrictions of services are automatic and Skys agents can’t override the process, even if you’re told otherwise. 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. 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/