Need help!

[Lozz1]

I have a couple of issues I'd like to discuss please.

1) My TV services have been restricted due to a missed payment, I'm due to get paid in the next few days and would be really greatful if I could have my services reinstated for a few days. I have been able to have this done before by a really helpful agent over the phone. (It's impossible to speak to a real human today it seems)

2) While going through my account online trying to find a contact number, I have noticed it says I have a missed payment on sky glass, I do not and never have had a sky glass. I'd like this looked into please!

I would really appreciate a response, or a direct phone number, a call back or something from a human to help me here please!

[Daniel0210 · Accepted solution]

@Lozz1 

You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

Regarding point 1…

Sky won’t reinstate services until you’ve paid what they believe you owe (regardless of any individual circumstances) 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 make a full payment.

If your payment is two or more 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 are only applied due to a missed payment/s. 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/ 

You will need to contact Sky regarding point 2 once you're able to.

[Lozz1]

Just realised this is a customer only platform so if anyone knows how I can get help for my above message, I'd really appreciate it. When trying to find a contact number the only suggestions I see are to click the 'need more help' and then use the 03 number, I have tried this and a number does not show, so now stuck on what to do. TIA

[Daniel0210]

@Lozz1 

As stated above Sky won't talk to you whilst services are restricted.

[PandJ2020]

---

@Lozz1 wrote:

 I have tried this and a number does not show, so now stuck on what to do. TIA

---

The help pages have changed recently - it's much harder to get a number to show.  But keep clicking around and one will eventually show.

However, as noted, if you call then the automated line will not let you proceed until payment is made.

You *may* be able to talk to someone using a number they don't recognize or use the 141 prefix when calling.