Need to talk to a customer service representative

[Nicky981]

I have problems paying and need to speak about it to a custom service advisor please

[MightyQuinn]

Hi @Nicky981   I'm afraid you cannot talk to a customer service advisor here, as we are all customers like you. Please see Welcome below.

[Daniel0210]

@Nicky981 

Are your services restricted yet?

If your services are not yet restricted the following process applies to everyone, regardless of any personal circumstances …

🔹If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

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 have a Continuous Card payment method set up, if the full payment fails Sky send the 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.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[caesarome]

@Nicky981 

As we are customers here all we can say is that if your bill isn't paid your services will be restricted until it has been and that you setup your monthly payment method again.

If you want to call then you can do so but despite what they might tell you tjis process is automatic if a bill isn't paid and can not be overridden.