Restricted services and told this would not happen

[Sue246]

I rang on the 16/07 to inform sky because of a unexpected payment I would not be able to pay until the 23/07, to be paid in full. I was informed they would make a note on my account and my services would not be restricted. Today my services have been restricted, so I called at 10:11am and was informed they had sent a message to the person who promised that and they would be reinstated within one hour. I rang again at 10:50 for an update and told the same information. I rang again at 11:20 to be told that is not the case and although sorry for wrong information previously there was nothing he could do to reinstate my services. Currently have no broadband or landline due to moving soon, so solely rely on this service. I live alone and due to circumstances over the last 12 months have been severely suffering with depression and anxiety and currently do not leave the house and I live alone. I can pay the full balance on 23/07 but have no options to do so before this date due to isolating myself from family and friends.

[SKY1992bf]

@Sue246  Unfortunately you have been misinformed from the off Skys billing system is fully automated and cannot from the advice we have been given by sky be overridden 

now your service is restricted the following applies 

If your account is restricted then unless you can get through via a number not linked to your account or by putting 141 before sky’s number then unfortunately you will need to do one of the following in order to remove the restrictions as sky won’t take your call until you do

1. Pay the outstanding balance in full (which you can do here https://www.sky.com/myaccount/bill/pay#M1014) and setup a new continuous payment method (which you can do here https://www.sky.com/myaccount/bill/change-payment-method#M1014) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Or

2. Pay all bar £25 (use the link posted above)(the unpaid £25 will be added to the next bill) and setup a new continuous payment method (use the link posted above) (services won’t be restored until the payment has cleared, so if payment is/was made on a weekend or bank holiday then it’s unlikely that payment will clear and services are restored until the next available working day)

Two important points about option 2

1. There is no guarantee that it will work as it depends on payment history

2. It is not applicable to mobile accounts

If your more than two weeks late in paying sky will insist on you paying next months bill in advance as well before restoring services

It is also important to note that sky don’t do payment plans I’m afraid (except on a legitimately closed account)

If you disagree with the billed amount it’s advised to pay it first to get service restored then you will be able to contact sky to dispute it and should sky agree an error has been made they will refund any overpayment

important note: if no payment is made within 56 days of payment due date of the last unpaid bill, Sky could cancel your account automatically.

[Mark39]

@Sue246 I would suggest you have grounds for complaint, but the unfortunate reality is that it's unlikely to be addressed by the 23rd which you say is when you'll be able to make payment to resolve the problem, anyway.

[Sue246]

Thankyou. I have made a complaint now and managed to get at least WiFi until then but thanks for your response.