Unexpected financial issues

[Litherlandmarc21]

I've had a unexpected death to a close family member so emergency funds to cover funeral fees. My sky bill was the last thing on my mind. How to tell a sky customer service staff about my recent situation.

[caesarome]

If you are struggling to pay your bill then there is very little they can do as the process is automated so if a bill isn't paid and if it is usually taken by a direct debit and this also fails when Sky tries 10 days later then the chances are your services will be suspended until the bill has been paid in full.

[Eilidh3]

I am I'm the same situation, I have been a loyal customer for 4 years you would think they would have a bit of compassion. I will be able to pay in full on 14th or possibly sooner if I can get more hours. I'm so stressed out with this and my subscription is up for renewal in April..Debating on what to do if unable to receive any help/assistance and or advive.

[Daniel0210]

@Eilidh3 

Sorry for your loss but the rules are for everyone. 

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 be tempted to make a manual payment in this period).

After 10 days, if that second automatic 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 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 only 1 attempt 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.

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.

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

[Eilidh3]

Hi there Thank you for your reply I do intend to pay the full amount by 12th. Is there not a service where I can inform them so they know I have existential circumstances and will be sorting it out by aforementioned date.

[Daniel0210]

@Eilidh3 

By all means call Sky and tell them but as stated the restrictions are automatic and even if an agent tells you the services won't be restricted they will be as described above.

[Eilidh3]

@Daniel0212 Thanks for your replies. I will contact them just to show I'm not putting my head in the sand so to speak. I pay over 100 ever month which is a lot but was doable. I'm up for renewal in April hopefully this time I can change what I need instead of the same packages been added, they made it Incredibly hard to change package. Thanks again. Have a good day.

[MarkGoldsmith]

Unfortunately i think the issue is that Sky will obviously be unable to confirm a customer's specific situation, and because a small number of customers may lie to try and get out of paying a bill, a large company like Sky doesn't really have much of an option but to have a policy in place that affects all customers.

For some circumstances it is possible to provide proof and evidence, however the time and money it would take Sky to have a team to process all this information i'm not surprised their policy is as it is.