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Discussion topic: Phone billing

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This message was authored by Em6kids This message was authored by: Em6kids

Phone billing

My bill is due today but can't pay till after 4

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Phone billing

Posted by a Superuser, not a Sky employee. Find out more

@Em6kids 
You’re not talking to Sky Customer Services. This is a customer based forum where customers try to help other customers.


The billing process (for all customers) is as follows:-

If you have a Direct Debit set up and the payment fails on the normal payment date Sky will attempt it again 10 calendar days later. (Don’t be tempted to make a manual payment in this period).

After 10 days, if that second automatic 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 before they restrict your services.

If you have a Continuous Card payment method set up, if the 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 only 1 attempt 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.

Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Phone billing

Posted by a Superuser, not a Sky employee. Find out more

If you pay via direct debit you will get a 10 day grace period if the DD fails due to inadequate funds it is retried 10 days later. If the second attempt fails Sky will notify you and give you a few days to make the payment.

 

if you pay by continuous credit/debit card payment if the payment fails Sky will notify you and give you a couple of days to manually make the payment.

 

if the payments aren't made then your services will be restricted as per the T&Cs of the contract. You would need to pay off the overdue amount (and possibly the following months if overdue for a couple of weeks) and also setup a new DD or continuous payment method on your account in order for the restrictions to be lifted.

 

We have been told the restrictions are automated and cannot be overridden by a Sky customer services agent.



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