Restriction

[Courtney091119]

Why is my account restricted when I keep up with my payments 

[caesarome]

@Courtney091119 

Are your services you have from Sky suspended or are you seeing a restricted message when trying to access your online account ?

[Courtney091119]

I'm unsure it just says my account is restricted on the app and to make a payment I can use the app at all to look at anything and I am up to to daye with me payments 

[Daniel0210]

@Courtney091119 

What we are trying to ascertain is if your subscription services with Sky are still working okay, ie; your Sky broadband / Sky TV service / Sky Mobile?

[Courtney091119]

No sky mobile isn't working I don't have any others just sky mobile that's all restricted 

[Daniel0210]

@Courtney091119 

Then it seems a payment has been missed.

Sky won’t reinstate restricted services until the arrears have been paid and you’ve also set up a new continuous payment method. Until then any calls to Sky will only prompt you to pay.

Service restrictions are because of a missed payment, they are automatically applied and Skys agents can’t override the process, even if you’re told otherwise. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

If your payment is 2+ weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (mobile or Sky Glass) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. 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/ 

[Courtney091119]

However all my payments are up to date I have never missed one it's taken automatically 

[caesarome]

@Courtney091119 

When you go to make a call on your mobile does it let you ?

[Courtney091119]

Yes it does 

[caesarome]

Then why do you say your mobile is restricted as it isn't if you can make calls ?

[Courtney091119]

The app sky on mobile I cannot use it 

[caesarome]

So you are just seeing a restricted message on the app which is the question I did ask you earlier !

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[LJB-C]

Thanks for escalating this @caesarome. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.