Support with account

[Alexandra171]

I need to make a payment on my account but struggling to pay it as there’s been a change in my finances. Please can I set up a lower payment plan until my circumstances change.

[Daniel0210]

@Alexandra171 

Sky don't allow payment plans on active accounts.

The following process applies to all customers …

🟫If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment at this point will only go as a credit towards the following months bill).

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 full 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.

These links may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

https://www.sky.com/help/articles/support-with-financial-difficulty

If you are behind with Stream or Glass payments there is further information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[MightyQuinn]

Hi @Alexandra171   Just checking that you know that you are only talking to other customers, not Sky customer services. See Welcome below.

[caesarome]

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@Alexandra171 wrote:

I need to make a payment on my account

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Why do you need to do this @Alexandra171 as you should have a regular payment in place so it can be taken automatically from you.