Unable to call sky

[Jamiec214]

I am trying to call sky to talk to them about a query but was unable to contact them. 

[Mark39]

If your services are restricted you won't be able to speak to an adviser until you pay the amount outstanding.

If that's not the cause, tell us what's happening when you call.

[Daniel0210]

@Jamiec214 

Is your query something we can help with and save you calling? 

[Jamiec214]

@Mark39 Its because i havent paid the sky bill but they were supposed to be calling me back but i havent heard nothing back from them thats why im trying to call them. 

[Daniel0210]

@Jamiec214 
If your services are restricted any call to Sky will prompt you to pay first. Before Sky reinstate your services you will have to pay what you owe and also set up a new continuous payment method. If your payment is two or more weeks overdue you will also have to pay the next bill as well. If you allow your arrears to remain for 56 days Sky may terminate your account.

[Depending on your previous payment history you may be able to pay all but £25 which will then be added to your next bill, although this does NOT apply for a Sky Mobile restriction].

If you can’t pay it all in one go you can pay what you want, when you want, but until the bill is paid off in full Sky will not reinstate your services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay.

Once your payment has cleared and is in Sky’s account your services should be reinstated, but be aware this may not be instant especially at a weekend as the banks are closed. Once you’ve done all this, if you have a query regarding your bill/payments you can then contact Sky and discuss it.

[Jamiec214]

@Daniel0210 Im trying to sort out my account but ive been waiting for a call back but havent heard nothing since. 

[Daniel0210]

@Jamiec214 

Please see my previous post regarding your options due to being restricted. Unfortunately the restriction process is automatic when payments are missed and Sky agents can't override them. 

[Jamiec214]

@Daniel0210 I know but they were supposed to call me back on the day but they havent so i dont know what to do in this situation 

[Mark39 · Accepted solution]

@Jamiec214 unfortunately there's little we can do to help, then, I'm afraid.  We can't prompt a call from Sky and the call reception process is automated. 

If you have a general query on your account we might be able,e to guide you, if you can tell us a bit about it?

[Daniel0210]

@Jamiec214 

Unless they ring you the advice as post 5 above applies. You shouldn't be told or it be hinted at that your services will remain active but we do hear instances of this. 

[Jamiec214]

@Daniel0210 What do you mean by that 

[Daniel0210]

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@Jamiec214 wrote:

@Daniel0210 What do you mean by that 

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@Jamiec214 

As it appears you spoke to an agent I'm presuming that was just before the restrictions kicked in. They should have informed you that your services would be restricted if the payment wasn't made and not possibly led you to believe you were alright until they rang you back. 

This is the normal billing / restrictions process~

If you have a Direct Debit set up and the payment fails on the normal payment date Sky will attempt it again 10 calendar days later. Don’t necessarily be tempted to make a manual payment at this point as you may end up paying twice. 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 2/3 days before they restrict your services.

If you have a Continuous Card payment method set up, once the payment fails you apparently don’t have the luxury of that second attempt. Sky send the text/email notification about the failed payment and you usually have about 2/3 days before being restricted.

This is all an automated process and from what we’ve been told Sky Customer Service agents can’t stop it even if you’re told otherwise.
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 your services end up being restricted you will:-
(1) have to pay what you owe in full
(2) set up a new continuous payment method
(3) wait for the payment to reach Skys account.
Then your services should be reinstated automatically but not necessarily instantly.

[Jamiec214]

I would like to speak to someone on the phone to sort out  this query. 

[caesarome]

You will be unable to as you have been told above so you need to do what has been posted for you.

[Daniel0210]

@Jamiec214 

As previously explained Sky won't speak to you until you pay what you owe and set up a new continuous payment method. Then, once your services are back up and running you'll get through. This is Skys policy.