overdue bill

[ashzinha]

i made a manual payment towards my sky bill earlier today and just got an email saying there's an outstanding balance and they'll make another payment request later this month? and it says on my account that i made 2 payments this month alone towards the same bill. it's just so confusing 

[caesarome]

@ashzinha 

If your bill is paid by a direct debit and this fails for whatever reason then Sky will try again 10 days later which will explain the email you have been sent so you do not need to make any manual payments as doing so will not stop this from happening. So going forward you will be in credit which can either be left as it will be used against next months bill or you can contact Sky to ask that they refund it.

[Candylopez]

I need help as I can't afford next months bill 

[caesarome]

@Candylopez 

I'm afraid there is nothing us customers can do here for you other than to point out that if the bill isn't paid then your services will be restricted until it has been. If you have no discount on your account then you could contact Sky to see if they will offer you a reduction if you will agree to a new 24 month contract.

[Daniel0210]

@Candylopez 

Sorry to hear of your financial situation. 

If your services are not yet restricted the following process applies to everyone, regardless of any personal circumstances …

🔹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 (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 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.

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