Payment and services

[Cwells]

Good day 

I was told that my services would stay on and I didn't have to worry about the payment as I arranged that I will do the full payment on the 17 of September 2024but my services on my phone doesn't work like txt or calling and the mobile data. 

My services stop since the 26 August 2024 but I was promised it would stay on till I pay it on the 17 September 2024.

What to do.

[Daniel0210]

@Cwells 

You were incorrectly informed. Agents can't override the automated restriction process.

If your Sky services have been restricted any calls to Sky will just prompt you to pay. Restrictions are normally only due to a missed payment. Sky won’t reinstate services until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. 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. Also, any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week as banks are closed.

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/

Once you’ve done all this you’ll be able to call Sky if you still need to speak to an agent.

[Cwells]

So what am I meant to do because I can't do anything at the moment and as you say I was missed information about this why did the person told me to not worry about it as my services will stay on till I pay it in full on the 17 

[PandJ2020]

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@Cwells wrote:

So what am I meant to do

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1. Pay it

2. Wait until you can pay it (but services will remain restricted)

3. Try and contact Sky (but the automated system may block you until payment is made)

Try calling 150...

[caesarome]

As customers here we can't say why you were told that as it it clearly wrong as explained by @Daniel0210 so there is nothing that can be done until you make the payment and clear this bill.

These restrictions apply to everyone regardless of their circumstances.