Services restricted broadband

[SandyR75]

My services have been restricted, I only cleeared my bill on February 17th and my account is showing no outstanding balance but when I try to speak to someone it basically tells me I have to clear the balance and set up a payment plan but I need to know why I have this outstanding balance when I only paid a few days ago?? 

[Daniel0210]

@SandyR75 
Sky won’t reinstate restricted services until the amount owed has been paid and you’ve also set up a new continuous payment method. Until that’s done 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/