Need help

[Distressedsky]

Hello. My account has been cut off due to lack of payment. My account is in credit so need to discuss this with an advisor, but, cannot get put through to someone unless I pay for payment, which I can not do because the amount is incorrect and I already gave credit on the account. Please help, the 'bot' is useless. I need to speak to human please

[SKY1992bf]

@Distressedsky 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

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

[caesarome]

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@Distressedsky wrote:

which I can not do because the amount is incorrect and I already gave credit on the account. 

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@Distressedsky 

It doesn't work like that I'm afraid, if there is an issue with the billing then you do have to pay it before Sky will then talk to you about the issue and if it is a mistake on their part they will then correct it but not just paying your bill as you have discovered will cause issues like this.

[Mark39]

@Distressedsky if you made a prior manual payment, it will likely have gone as a credit against your next bill. If your normal monthly payment subsequently failed that would have left your current bill in arrears.

Assuming Sky are now asking for payment you'll need to make a further manual payment to cover your current bill. You can then ask for the credit against your next bill to be refunded.