Struggling to pay but need broadband

[Once_Twice_Lee]

Hi, 

I am 3 months behind in our TV and Broadband payments, I can't afford to pay these due to a change in circumstances but I can't seem to reach a Sky agent through the website to discuss further. I work from home so need broadband and we have now been restricted, I want to cancel TV but I can't until we pay but I can't afford to pay. Am I at risk of Sky terminating our contract? If Sky were to terminate is there additional fees and also am I able to get broadband with someone else or do Sky block it due to the outstanding balance? I just don't know what the procedure is but I know I am working over Christmas so need internet.  I have a mobile account with Sky that is up to date, if they were to terminate our contract because we can't pay yet would the terminate mobile too or is that kept separate? Hope this makes sense and that someone can help. Thank you. 

[Daniel0210]

@Once_Twice_Lee 
If your services have been restricted (and it’s normally only a missed payment that triggers this), 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. If your arrears last over 56 days Sky could terminate your subscription but you'll still owe the arrears. Sky will probably involve a debt recovery company to recover the money that you owe. 

Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

[Once_Twice_Lee]

thank you, if I wanted to try and get broadband elsewhere before the termination as I know I can't pay the bill in full, would Sky block this change over? Thank you. 

[MarkGoldsmith]

Well i'm not sure they can block it, but if you are in a minimum term contract they would charge you an early exit fee, which could be the full remaining price of your contract and obviously still chase you for the outstanding debts you owe them.

[Daniel0210]

@Once_Twice_Lee 

And signing up to another provider into a new minimum term deal will add those costs to what you'll still owe Sky and probably dig you into a bigger hole. 

[PandJ2020]

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@MarkGoldsmith wrote:

Well i'm not sure they can block it

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I believe they can object to a 'line takeover'.

[Daniel0210]

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@PandJ2020 wrote:

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@MarkGoldsmith wrote:

Well i'm not sure they can block it

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I believe they can object to a 'line takeover'.

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@Once_Twice_Lee 

And the other provider will fathom from that you're a poor payment risk. 

[Once_Twice_Lee]

thanks everyone, I have been trying to live chat Sky to arrange a payment plan to hopefully keep our broadband with them active but it seems impossible to reach a human. I want to stay with Sky but I don't want to have no services over Christmas when I am due to be working from home and need internet access. Is there any way to reach a person on live chat? 

[Daniel0210]

@Once_Twice_Lee 

As already stated as your services have been restricted any calls to Sky will direct you to make the payment. They won't talk to you whilst in arrears. 

Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

[MarkGoldsmith]

@Once_Twice_Lee unfortunately if your services are suspended then no sky won't talk to you until the money you owe is paid.

Also Sky won't accept a payment plan for the subscriptions services, only things like Sky Glass TV and mobile phones where you are paying off the device under a credit agreement.

[PandJ2020]

You may be able to speak to someone by calling from a number they don't recognise (or use the 141 prefix).

But, as detailed above, it may be fairly fruitless as they may not restore services without (significant) payment.

[daveNOS]

@Once_Twice_Lee  Usually after 56 days of non payment the accounts are closed by Sky so it's unusual that yours are still active, it's possible that if they haven't already closed your account they will do soon and may well pass the debt on to a collections company which will inevitably add fees.

I'm not sure if you will be a le to just sign up with a new provider as I would think Sky will object due to the debt owed, you can try but don't be surprised if it's made difficult.