Phone and internet cut off and locked out of account.

[ChrisL1]

So Sky have locked my mobile account and I can't call them. I've had to open another account just so I could send them a message. They're useless. I'll be cancelling my subscription if it's not corrected by tomorrow morning. Has anyone got another fix?

[Mark39]

Are your services restricted because of non-payment?

[Daniel0210 · Accepted solution]

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@ChrisL1 wrote:

So Sky have locked my mobile account and I can't call them. I've had to open another account just so I could send them a message. 

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@ChrisL1 

What do you mean by 'open another account?

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@ChrisL1 wrote:

I'll be cancelling my subscription if it's not corrected by tomorrow morning. 

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You may not be able to cancel without incurring substantial charges. As already asked ~ are you behind with your payments? 

[ChrisL1]

No not in debt. They were meant to take a payment today, but this hasn't happened.

[ChrisL1]

I've another email address so it's possible to open an account in order to obtain another log in

[Daniel0210]

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@ChrisL1 wrote:

No not in debt. They were meant to take a payment today, but this hasn't happened.

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@ChrisL1 

Sky don't process payments at a weekend or on a bank holiday so any payment should be processed tomorrow or Tuesday.

[Mark39]

Can you clarify what you mean by your phone and internet services being cut off, and your mobile locked? What message do you receive?

If you emailed Sky you're unlikely to get a reply as they don't use email as a general means of contact.

[ChrisL1]

Account locked. We have encountered a problem with your account.

For assistance call 0344 number

I messaged them on their website by opening another account.

[ChrisL1]

Sky mobile is cut off, so I can't use my phone or get on line. I need to use wifi to be online.

[Daniel0210]

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@ChrisL1 wrote:

Sky mobile is cut off, 

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@ChrisL1 

You say your Sky mobile is cut off but you say you're not in debt? If your Sky services have been restricted it’s normally only a missed payment that triggers this.

[SKY1992bf]

@ChrisL1  Can you still use your actual services or not ? Eg use internet and make phone calls etc

there is a difference between having actual service restrictions and restricted access to your online account 

[caesarome]

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@ChrisL1 wrote:

Account locked. We have encountered a problem with your account.

For assistance call 0344 number

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That is to do with your online account only and if your billing is up to date you should still be able to use your phone.

[Mark39]

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@ChrisL1 wrote:

Account locked. We have encountered a problem with your account.

For assistance call 0344 number

I messaged them on their website by opening another account.

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Your account being locked doesn't mean that your phone and broadband services are. It just prevents access to your online account. There must be more to this.

[ChrisL1]

I'm not able to use any service on mobile. Not even send a message.

[daveNOS]

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@ChrisL1 wrote:

I'm not able to use any service on mobile. Not even send a message.

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@ChrisL1 That could just mean there is a service issue in your area, Sky wouldn't cut or suspend a service when payments are up to date.