Services supposed to be unrestricted

[Nathan78]

I had my services restricted on Sunday, Missed a payment on my account. I made a partial payment yesterday with the balance going on to my next bill and was told services would be restored within 4 hours. Its been nearly 24 hours since this convbersation. How do I get this resolved? 

[Daniel0210]

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@Nathan78 wrote:

I made a partial payment yesterday with the balance going on to my next bill and was told services would be restored within 4 hours. 

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@Nathan78 

That scenario would be very unusual.

Services won’t be reinstated until the arrears Sky believe you owe 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.

Restrictions are applied automatically and can’t be overridden by agents. 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. 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 (Sky 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/

Also see these links offering support:
https://www.sky.com/help/your-account/cost-of-living/articles/cost-of-living-support
and
https://www.sky.com/help/articles/support-with-financial-difficulty

[Mark39]

@Nathan78 if that's what Sky told you, and I agree with @Daniel0210 that it's unusual, you would have to follow it up directly with them.

[Daniel0210]

@Nathan78 

I have heard of very rare instances where a small amount of a bill can be carried forward to the following month. This seems to be limited to under £25 and will depend on the customers previous payment history so is unusual.

[caesarome]

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@Nathan78 wrote:

I I made a partial payment yesterday with the balance going on to my next bill and was told services would be restored within 4 hours. 

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Who told you this @Nathan78 , was it something you saw via your online account or did you phone Sky and was told this ?

[Nathan78]

This was on live chat, made the payment and was told within 4 hours. Still nothing and no chat link available 

[caesarome]

@Nathan78 

You might have been misinformed by the agent you were on the live chat with for the reasons posted earlier by @Daniel0210 and @Mark39.