Sky has demanded payment despite not accessing services

[Una5]

Sometime in April, Sky discontinued my broadband without warning.

That meant that I couldn't watch Sky TV via my Sky-Q Subscription.

I was promised that I would not be charged for services until the Broadband issue is solved.

By June, I rang and was promised that the issue was being dealt with, however I still got charged for services I had not used.

I have since cancelled my direct debit and Sky has sent me another bill and told me that my account is restricted.

This is not the first time, SKY has charged me for services after promising refunds.

I have evidence of recorded calls.

[SKY1992bf]

@Una5  given that the majority of sky Q is broadcasted over satellite your lose of broadband is irrelevant to charging for tv as that should be unaffected as it doesn't rely on broadband therefore sky are within their rights to charge 

or is there something you aren't telling us 

[Una5]

Why did they promise a refund?

I already informed them of the loss of services and am still awaiting their repair completion. They agreed that it was their mistake and were not going to charge.

It may be in their right to charge but why lie?

Was there any need to lie?

Unfortunately, whatever the lies, they're binding.

[Mark39]

@Una5 that's something you'll have to argue your case with Sky about.

[DaveDrizen · Accepted solution]

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@Una5 wrote:

Sometime in April, Sky discontinued my broadband without warning.

That meant that I couldn't watch Sky TV via my Sky-Q Subscription.

I was promised that I would not be charged for services until the Broadband issue is solved.

By June, I rang and was promised that the issue was being dealt with, however I still got charged for services I had not used.

I have since cancelled my direct debit and Sky has sent me another bill and told me that my account is restricted.

This is not the first time, SKY has charged me for services after promising refunds.

I have evidence of recorded calls.

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If your service are now restricted due to a outstanding bill, I am sorry no service either broadband or tv  will now be restored until,that bill is paid and new direct debit is set up, nor will be able to talk to Sky to get your problem sorted out as any call to them will just result in a message that the outstanding payment need to be paid. Therefore the only action for is to pay the outstanding amount and and set up new direct debit. Having done that you will be able contact Sky again and possably get you problem sorted and if you have paid for service you have not had they may offer a credit on a future bill, However if leave things as the are you  are  not going to have broadband or tv while bill remains unpaid and eventually Sky will put the debt in the hands of a debt collection agency which will  give your more problems and extra charges on your outstanding bill.

[Una5]

Thanks for your advice.

I will not pay the bill this time and am not scared of debt collectors.

I have had issues with SKY for the past 2yrs and I've been patient with them.

I'm actually going to collect my owed compensation via debt collectors.

They won't win.

I don't even watch much TV since the lockdown, so that's not a loss from me.

If I do want to watch TV, I'll try other companies.

Thanks for conveying their threats but they won't work on me.

[Chrisee]

@Una5 despite you believing you are in the right legally you are not as you have breached a fundamental term of contract by not paying for a continueing service which out weighs any breach in service provision by Sky. I spent 20 plus years delivering independent consumer advice and lost count of the number of clients who like you took a stand against a perceived misjustice  got into a variety of messes as a result..

Debt collectors are one thing but as well the default will affect your credit file which makes getting any other credit more difficult. Very few of us these days never need to get a new phone, switch untility supplier, rent a property etc all of which will be impacted by that default. Principles are great but shooting yourself in the foot while standing on one is avoidable.

[DaveDrizen]

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@Una5 wrote:

Thanks for your advice.

I will not pay the bill this time and am not scared of debt collectors.

I have had issues with SKY for the past 2yrs and I've been patient with them.

I'm actually going to collect my owed compensation via debt collectors.

They won't win.

I don't even watch much TV since the lockdown, so that's not a loss from me.

If I do want to watch TV, I'll try other companies.

Thanks for conveying their threats but they won't work on me.

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You may try other companies to see they  will supply you with broadband apart from the fact the unpaid bill with Sky  this will go against you on your credit scored. When you apply for broadband from another supplier they will do a credit check and unfortunately the unpaid Sky bill will score against you.  Apart from that if you succeed in getting another supplier for broadband it still be unlikely that there service will be connected to until yo settle the  outstanding bill with Sky.  The reason is that who ever you have  to supply your broadband it comes  down the same open reach lines so your new supplier has to contact your old supplier in your case Sky to cancel your service with them so they can run there service down the  open reach lines and equipment to provide you. How ever while you are in dispute with Sky and have unpaid  bills Sky will not cancel your broadband band service and  hand over the lines to your new provider. You also say you will try other companies for your tv, however  most other providers unlike Sky Q  use broadband as there method of supplying there service to you. Even if you just went and bought a cheap tv firestick and wanted to download the various entertainment app rely on broadband to provide  the service. At present you don't have broadband and are not likely to have until you settle the bill with Sky. To be honest I think your attitude is making matters a hole lot worse for your self.  Unfortunately  you are in contract with Sky and under the terms of that contract you are committed and libel  to paying  the monthly amount until the contract is cancelled. You can't cancel at present while you have unpaid bill s with Sky.  I am sorry  to say the easy and quickest way to  sort matter  the out is to bury your pride pay Sky the outstanding amount and set up a new direct debit. Once done you will be able to speak to Sky again and hopefully get things resolved.

[Una5]

Thanks for your advice.

Done that before and yet it never worked.

After paying in advance, they decided to remove the Broadband just because I took a second broadband with another supplier (as the SKY one could not sustain the security system).

Just noticed they tried to call me 2 days ago.

I think we're getting there slowly.

If they try to hold people at ransom, that doesn't work.

I don't care about the credit files as I can challenge them. Done that before and it worked.

[DaveDrizen]

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@Una5 wrote:

Sometime in April, Sky discontinued my broadband without warning.

That meant that I couldn't watch Sky TV via my Sky-Q Subscription.

I was promised that I would not be charged for services until the Broadband issue is solved.

By June, I rang and was promised that the issue was being dealt with, however I still got charged for services I had not used.

I have since cancelled my direct debit and Sky has sent me another bill and told me that my account is restricted.

This is not the first time, SKY has charged me for services after promising refunds.

I have evidence of recorded calls.

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For clarification  there is clear rules of compensation if you lose you broadband service. Under ofcom  rules if you lose your broadband service your provider has two full days to fix the service. If it not fixed in that time you are entitled to to aututomatic  compensation for every day it not fixed. The amount the provider pay is typically £8.40 a day. However the compensation  will not be pay until your service is restored and then applied automatically as a credit to your bill within 30 days of you service being restored. Futher more under the ofcom rules  if your service is not restored within four  weeks  you have the right cancel your broadband entirely without any penalty or exit fee. In fact under the ofcom rules you have contacted Sky and canceled your broadband band without any penalty or exit fee  as it has been longer than the four week as stipulated, without the complication now caused by you just deciding  to continue you paying your bill as you are under contract you are not entitled to to do. As explained there are procedures that providers have to adhere to p, and if keep within the rule you would redress if they were not.

That being the case by cancelling you your payment within Sky you have add the compilation that Sky will not restore your service or allow you to speak to them until the outstanding amount is paid and new direct debit set up. This being the case as you are still under contract and liable for payments as the ofcom rules say you will not be compensate until, you broadband service is restored I suggest you clearly you debit with Sky and reset up you direct debit then allowing things to take there cause and allow Sky to restore you broadband service in due cause,  If then  you do not receive the compensation as lay out by the the offcom rules you can then take up your complaint to ofcom for them to sort itv out. I should also add that Sky will only be liable for the period that you had lost your broadband prior to them  removing service due to the unpaid bill. I don't think that period will  be taken in to consideration as you lost  your service for that reason as under the terms of your  contract Sky are entitled to do so  Therefore the sooner you pay the outstanding bill and set up new direct debit the sooner your service can be restored or if not immediately the more compensation you will be entitled to. While your bill is unpaid you are losing your self money.

[SKY1992bf]

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@DaveDrizen wrote:

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@Una5 wrote:

Sometime in April, Sky discontinued my broadband without warning.

That meant that I couldn't watch Sky TV via my Sky-Q Subscription.

I was promised that I would not be charged for services until the Broadband issue is solved.

By June, I rang and was promised that the issue was being dealt with, however I still got charged for services I had not used.

I have since cancelled my direct debit and Sky has sent me another bill and told me that my account is restricted.

This is not the first time, SKY has charged me for services after promising refunds.

I have evidence of recorded calls.

---

For clarification  there is clear rules of compensation if you lose you broadband service. Under ofcom  rules if you lose your broadband service your provider has two full days to fix the service. If it not fixed in that time you are entitled to to aututomatic  compensation for every day it not fixed. The amount the provider pay is typically £8.40 a day. However the compensation  will not be pay until your service is restored and then applied automatically as a credit to your bill within 30 days of you service being restored. Futher more under the ofcom rules  if your service is not restored within four  weeks  you have the right cancel your broadband entirely without any penalty or exit fee.

That being the case by cancelling you your payment within Sky you have add the compilation that Sky will not restore your service or allow you to speak to them until tge outstanding amount is paid and new direct debit set up. This being the case as you are still under contract and liable for payments as the ofcom rules say you will not be compensate until, you broadband service is restored I suggest you clearly you debit with Sky and reset up you direct debit then allowing things to take there cause and allow Sky to restore you broadband service in due cause, I fthen you do not receive the compensation as lay out by the the offcom rules you can then take up your complaint to ofcom for them to sort out. I should also add that Sky will be liable for the period that you had lost your broadband prior to them  removing service due to the unpaid bill. I don't think that period vwill be taken in to consideration as you last you service for that reason as under the terms of you contract Sky are entitled to do. There the sooner you pay the outstanding bill and set up new direct debit the sooner your service be restored or if no the more compensation you will be entitled to. 

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To add context to the above 

the above doesn't apply to tv services which must continue to be paid for throughout a complete loss of internet connection 

customers may contact sky once service is restored and discuss the possibility of a credit for days without service - but this is solely at sky's discretion and not guaranteed 

[Daniel0210]

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@DaveDrizen wrote:
The amount the provider pay is typically £8.40 a day.

@DaveDrizen 

The auto compensation is currently £10.34 (since April 2026) for every complete day.