phone bill

[mads133]

i haven't paid my phone in two months because i lost my job and its £30.25 a month now its £60.50 , ive put £30.30 in my account to try help with it but it hasn't taken the money out of my skin account and now the bill is £90 and i cant pay it because i dont have £90 i dont even have £1 lol , do i contact sky to set up a month plan as in pay £30.25 now and the rest i owe the next month in full , just need some help because ive been trying to find a job around by me but nobody is hiring and i need my phone 

[Daniel0210]

@mads133 
If your services are not yet restricted (which id find surprising) the following process applies…

🔹If you have a Direct Debit set up and the 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 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

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

▪️

If it's already restricted, Sky won’t reinstate services until you’ve paid what they believe is owed and set up a new continuous payment method.

If your payment is two or more weeks overdue you will have to pay the next bill as well. (If you’re in arrears for 56+ days Sky can fully terminate your subscription.)

These restrictions are automatic and we've been told agents cannot override this process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment.

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

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant, in fact any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

[caesarome]

@mads133 

The reason it is now £90 as that looks like it includes the previous bills that have not been paid, and because of that the only way you phone will be restored is by paying it in full as there is nothing Sky can do for you due to the fact your mobile has been restricted.

[PandJ2020]

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@mads133 wrote:

 do i contact sky to set up a month plan 

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You have one already.  If you do not pay then your services will be restricted and even completely cancelled after 56 days.  (Any credit element becomes payable in full)

[mads133]

thank you , ive put £30.30 in my sky account and the bill hasn't gone down and i dont want to put £40 in just increase it doesn't take the outstanding bill down , so i dont know what to do because i have no money in my bank , ive put it in my sky account

[Daniel0210]

@mads133 

If your services are already restricted you have to pay all you owe before it's reinstated. If you don't then Sky will cancel your subscription and you'll have pay all the amount in one payment as stated already.m

[mads133]

but i have money in my sky account, why aint they taking money out of there?? and dropping the bill because im not paying £90.80 when i've already put money in my sky account and they haven't taken it out

[Daniel0210]

@mads133 

You have to pay all the amount you owe.

[mads133]

maybe im dumb but this doesn't make sense to me , is my bill £60 or £30 im confused 

[caesarome]

Your bill to start with was £60.50 and on that bill you still owe £30.20 which is being added to next months bill.

[mads133]

okay so i only owe £30.20? thank you so much