Speak to an advisor difficulty

[Emptynest73]

I have a query with my recent bill but cannot get to speak to an advisor over the phone without first paying the amount! Why is it so hard to speak to someone when you have a query but straightforward when wanting to upgrade?

[PandJ2020]

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@Emptynest73 wrote:

I have a query with my recent bill but cannot get to speak to an advisor over the phone without first paying the amount! Why is it so hard to speak to someone when you have a query but straightforward when wanting to upgrade?

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Because it's Sky's policy.

If you have withheld payment then it's extremely difficult to speak to someone until you pay it.

Obviously, if there's an error with the bill (you don't give any details) then it will be corrected accordingly.

[Daniel0210]

@Emptynest73 

So your services are restricted therefore they won’t be switched back on until the arrears Sky believe you owe have been paid and then 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/