Restricted calls

[Helen039]

Hi

My mum is 87, suffers from dementia and often leaves her phone 'off the hook', however this has never caused any issues until now. She has paid her bills in full (proof on bank statement). They have now restricted her services despite all bills having been paid. Sky won't allow me to speak to anyone until this bill is settled, which I know she doesn't owe. I cannot dispute this until I speak to someone, meanwhile her services remain restricted and my biggest concern is her falls alarm system is linked to her phone......please advise 🙏

[caesarome]

Have you setup an online account for her, if so what does it show regarding this bill ?

[Helen039]

 

[Mark39]

Is your mother's phone service restricted? Or just access to her online bill?

[Helen039]

@Mark39 @caesarome 

her complete phone service is restricted. 
The problem is that I want to dispute the alleged bill as I have proof that her bills have been paid but sky won't let me speak to someone until this alleged bill is settled 🙄

[MarkGoldsmith]

I suspect the way forward may be to paid and then once service is restored and the account is active then dispute it.

unfortunately it's a downside of the Sky system that if they believe the account has overdue bills it's automatically suspended and you can't speak to anyway until the debt is paid. The customer services team can't even reactivated an account that has overdue bills apparently.

[Daniel0210]

@Helen039 

I agree with @MarkGoldsmith Of course any error by Sky resulting in an overpayment will be reimbursed. 

[Helen039]

@Daniel0210 @MarkGoldsmith @caesarome 

thank you for pointers 🙏

very helpful 😊