Service terminated no warning

[Privatelyowned]

After close to ten years with sky my services have been abruptly terminated with no warning. I'm now facing Christmas, new year and my birthday with no connection. I'm on benefits and am disabled, this has left me genuinely distraught with no path forward. I only owe less than £90 On my bill and have recieved no warnings, they have my phone, email and address yet didn't write to me or text me about this. 

I spent hours on the phone today and was told that my services were reinstated but then informed in a later call that in fact I had my contract terminated, out of the three agents I spoke to today only one informed me of what was happening and have been told that the cancellation is too far along to stop regardless of my broadband only being cut off less than 24 hours ago. 

What am I supposed to do here? 
if I pay my outstanding balance my service will not be reinstated. 

should I just go to a new provider? 

this has put me in a terrible mental space as I am basically housebound and now have no form of distraction or entertainment. 

I just can't believe they'd do this a week before Christmas. 

any advice would be appreciated. 

[GD1]

@Privatelyowned  Services would only be terminated if there was an outsanding bill of more than 56 days, is this what happened?

If you did owe Sky money they would have emailed you numerous times beofre it got this far.

Sky don't just terminate a service for fun, there is more this than you've posted.

[daveNOS]

@Privatelyowned It is inevitable that your service will at the very least, be restricted if you don't pay your bill if you fall 2 months behind then Sky has every right to terminate your service in full and cancel your account.

Sky is not at fault here; you would get the same outcome from any provider.

You may well have to sign up for a new provider, however, the likelihood of getting connected before Christmas is somewhat unlikely and it may well even be the new year.

[Privatelyowned]

My service was only restricted last night. I phoned up this morning. They shouldn't be able to cancel someone's account after less than 24 hours of no service. 

on top of that only one staff out of the 3 that I spoke to informed me that my account had been terminated. How am I supposed to know if they don't? 

[daveNOS]

@Privatelyowned If your account has been canceled then that means you haven't paid a bill for 2 months, Sky has every right to end your service if that is the case, they do not have to provide advance notice of that.

Have you made any payments in the last 2 months?

[Privatelyowned]

I have screenshots of my bank that shows I made a payment on October 21st. Less than two months ago. They also informed me on the phone that my direct debit was cancelled on their end but no one told me. 

[GD1]

@Privatelyowned  If the last payment was October then the next payment was due and with no direct debit in place Sky can't collect payment so services wil have been cancelled or terminated.

Sky would have emailed you at the very least to advise payment couldn't be taken

[daveNOS]

@Privatelyowned So that kind of explains why your account has been closed, it has been over 56 days since your last payment(21st Oct to 17Th Dec is 58 days), when you missed the payment in November Sky would have contacted you and then tried again 10 days after the first failed attempt, and when that was unsuccessful your direct debit is automatically canceled, your lucky they didn't restrict your service at that point.

This situation is one of your own making by failing to pay your bill, I don't see any resolution with Sky that would result in your service being restored.

[Privatelyowned]

They gave me no warning. I have the app, they have my address, my email and my phone number. You might be able to okay this with yourself but it's not okay. I'm not okay. 

[GD1]

@Privatelyowned  There isn't anything the community can do here as you're only talking to customers, regardless of what we think, the facts are there.

[Privatelyowned]

I understand that. I just hope you understand they shouldn't be able to do this to disabled customers who have paid over 2,500 in under a year over their own fault. The only email I've recieved is from today where they said my services were reinstated. 

I get that no one here can help but at least people will be able to see what they did if they consider giving this company their money. 

[GD1]

@Privatelyowned  It's irrelevant what you have paid to Sky over the years, it simply has no bearing on an unpaid bill.

Sky apply the same T & C's to ALL customers regardless.

[Mark39]

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@Privatelyowned wrote:

They gave me no warning. I have the app, they have my address, my email and my phone number. You might be able to okay this with yourself but it's not okay. I'm not okay. 

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It's simply your responsibility to make sure your bills are paid when they fall due. It's not Sky's responsibility to remind you.