20 Nov 2023 10:30 AM
I have been trying to call sky to speak about my account, but I am unable as they said I have to pay the outstanding balance as my account has been suspended. I am struggling with the cost of living at the time being and I want to get a payment holiday. I have always paid my bills on time and im a single parents everything is really tough at the moment as my mental health isnt great and this is adding stress as I can't speak to someone to get this sorted. Can anyone give me any help or support on how I can go about sorting this ?. I have £8 in my bank, I dont go out wasting money im a full time mum and I am struggling at the moment. If someone can help me please. I am very bad anxiety also so I struggle on the phone at the best of the time. I have tried to use the online chat but its an Al bot thing that doesnt let me speak to anyone.
Thanks in advanced for yor help.
20 Nov 2023 10:40 AMPosted by a Superuser, not a Sky employee. Find out more
Sky don't offer payment holidays I'm afraid, except for items you've bought on credit, for example, Sky Glass or Sky Mobile.
20 Nov 2023 10:41 AM
Unfortunately Sky tend to run an automated account suspension service, so if bills are marked as overdue it automatically suspends the service until the bill has been paid. The Sky customer services team aren't unable to manually override this (which is generally understandable as that could lead to a lot of overdue bills that sky never receive the money for).
Sky unfortunately only offer payment holidays on products covered via the credit agreement, so the payment of Sky Glass TV, or mobile phones essentially leased through Sky.
I'd suggest taking a read of this document from Sky if you haven't already, and perhaps reaching out to some of the free services like Citizens Advice ( or others listed on that sky page) who may be able to help offer advice and guidance.
20 Nov 2023 11:14 AMPosted by a Superuser, not a Sky employee. Find out more
Sorry to hear you're struggling with finances. If your services have been restricted any calls to Sky will direct you to make the payment. Sky won’t reinstate your services until you’ve paid what is owed in full and set up a new continuous payment method. If your payment is two or more weeks overdue you will need to pay the next bill as well. When the arrears last over 56 days Sky may terminate your subscription (but you'd still owe the money),
If you can’t pay it all in one go you can pay what you want, but until the bill is fully paid Sky will not reinstate your services. 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. It’s also worth noting that payments aren’t processed at a weekend as banks are closed.
20 Nov 2023 05:22 PM
Are you on Universal Credit? They may be able to put you on to the Sky Basics broadband tariff which would reduce your broadband to £20 per month.
I would call customer service and explain your problems. They may be able to help. Better to get in touch now and try and arrange repayment.
20 Nov 2023 06:03 PMPosted by a Superuser, not a Sky employee. Find out more
I would call customer service and explain your problems.
...which you should do before being restricted.
once restricted it will redirect to payment only. Only calling from a different number or using the 141 prefix may work.
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