Late paymen

[JaneTyrer]

I have been admitted to hospital with heart failure!  So I'm currently off work.  Unfortunately we have had few changes in our work place and our T&C have changed & I no longer get sick pay!  Unfortunately I'm not gonna be able to pay this months bill until end of the month.  Is there any way that you can stop my services being restricted as tween I am in work my phone is my way of help if I'm taken ill. 

[Daniel0210 · Accepted solution]

@JaneTyrer 

Sorry to hear of your health issues.

This billing process applies to all customers …

🟢 If you usually pay by Direct Debit and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment made in this period will usually only go as a credit towards the following months bill leaving this months unpaid).

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 at best before they restrict your services.

🟢 If you usually pay by Continuous Card and the full payment fails on the normal payment date Sky will send a 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 I believe 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 we’ve been told Customer Service agents can’t stop it (even if you’re told otherwise on the phone). Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

These links may also provide some useful advice …
🔹 https://www.sky.com/help/articles/cost-of-living-support

🔹 https://www.sky.com/help/articles/support-with-financial-difficulty

🔹 https://www.sky.com/help/articles/missed-payments-sky-glass

[GD1]

@JaneTyrer  You're not contacting Sky Customer services by posting here, however we can advise that if Sky are unable to collect their Direct Debit when due they will try again 10 days later, if that fails service will be restricted as per the T&C's.

This is an automated process that cannot be overridden by any CS staff.

Sky won't keep services active on the promise of a payment.

[caesarome]

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@JaneTyrer wrote:

 Is there any way that you can stop my services being restricted as tween I am in work my phone is my way of help if I'm taken ill. 

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While you are not talking to Sky on here as customers all we can say is the rules regarding payments not being made apply to use all regardless of our personal situations.