Struggling to pay broadband

[Matty36]

My broadband bill was due on the 1st March. On the account it says paid but the payment will fail due to not having any money in account. I can't pay it until next Monday so the bill will be 10 days late. I have been with sky over 2 years and never had this problem before where I haven't been able to pay. My question is, will my services stay connected until then? 

[Daniel0210]

@Matty36 

The 1st was a Saturday. Payments aren't processed at a weekend as banks are closed. 
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

[PandJ2020]

It seems you should be ok if you pay by DD as the second collection should work?

[caesarome]

@Matty36 

If it is paid by a direct debit and this fails then Sky will try again 10 days later so despite what your bill might say you do not need to make any manual payment.