@Tracyhopkins
If your services are not yet restricted the following process applies…
🔹If you have a Direct Debit set up and the payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).
After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.
🔹If you have a Continuous Card payment method set up, if the payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.
Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.
This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support
If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass
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If already restricted these are applied automatically and Sky agents can’t override this process. Sky won’t reinstate services until you’ve paid what they believe is owed and set up a new continuous payment method.
If your payment is two or more weeks overdue you will have to pay the next bill as well. If you’re in arrears for 56 days or more Sky can fully terminate your subscription. Any calls to Sky will only prompt you to make a payment.
Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.
Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant, in fact 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/
▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise)▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
