Payment issue

[Rhen]

I've made a payment and it's came out my account but my sky saying payment hasn't been made and it's carried on to my next bill. Trying to contact sky but virtual assistant saying there isn't anyone to speak to how can I resolve this issue? 

[Daniel0210]

@Rhen 

Have you made an unnecessary manual payment? 

If you have a continuous payment method set up you should never need to make a manual payment. You would still need to allow the planned payment to be taken. I would recommend not making manual payments unless requested to by Sky.

[caesarome]

@Rhen 

The payment you made will appear on your account as a credit so will not be used against this bill but should do against a future one, this is why you are seeing the message about the bill not being paid as you do not need to make manual payments like this when you have a payment method setup on your account.

[Rhen]

The problem is I made a payment of £148 the other day and now today they have restricted my account and have to set up direct debit again and pay another £148 to get it reinstated. Can't get to talk to anyone which is hopeless 

[Daniel0210]

@Rhen 
That unnecessary manual payment will have gone towards next months bill, leaving this months outstanding.

Restrictions are applied automatically so agents can’t override the process. If your services have already been restricted any calls made to Sky will only prompt you to pay.

Sky won’t reinstate services until you’ve paid what is owed 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.

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/

Its worth mentioning that you can’t cancel whilst restricted. Once you’ve done the above you’ll be able to call Sky if you still need to speak to an agent.

[Rhen]

I've literally just paid again to get it reinstated and the same thing has happened again. It's took another 148 out of my account but froze again as if no payment hasn't been taken? Is there anyway to speak with anyone advisor?

[Daniel0210]

@Rhen 

Have you reset a payment method? Don't forget your full payment has to clear into Sky’s account which will be delayed due to the weekend. Normally calls to Sky whilst restricted will only prompt you to pay.