"Your services are currently being restricted" but I have no payments outstanding

[mjay56]

When I am logged into my account, I cannot access any products.

To replicate this:

1. Log into my account.
2. Select Mobile across the top
3. Choose Phones
4. Choose any phone
5. I am sent here: https://www.sky.com/shop/mobile/error?code=NO_DEBT_AMOUNT

It states:

Your services are currently being restricted

There is an outstanding action on your account which is resulting in your services being restricted. Find out how to remove these restrictions.

I click the blue button that says "Reinstate my services" and it sends me to https://www.sky.com/bill/tv-broadband-talk/already-restored

It says:

Your service is up and running

There is an option to click "View bill".

I click that and it shows me my most recent bill and all is up to date.

I have checked my account and I do not owe any money to sky.

Also, If I try to view Broadband deals here - https://www.sky.com/broadband/buy/?sc=broadband-ec-customer&irct=broadband-discovery-sticky-customer

It sends me to a page saying:

"Before you continue with your order, it looks like you've got a bill outstanding."

I am 100% certain there are no outstanding bills.

[brianholt]

@mjay56 it's worth a try but try clearing your cookies or use a different Internet browser. If your sure payments are up to date and your device has not been restricted, then if all else fails you might need to give sky a call on 150.

[mjay56]

Thanks for the reply. 

I forgot to mention I had tried differnet browsers. Different devices and also differnt network connections (4g data and wifi). 

I will get in touch with them. Thanks again. 

[caesarome]

@mjay56 

.If you don't want to call we can arrange Sky's messaging team via a private message on here to contact you about this if you would like ?

[mjay56]

Please message me here

[KevNewMedia]

Hi @mjay56 

Thanks for using the Sky Community.

I've escalated your post to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to mjay56.

[Stephen211]

I have exactly the same issue, on different browsers and devices. Cookies cleared, app completely uninstalled and reinstalled, and payments are up to date. All services are running, but I cannot upgrade my phone nor renew my tv package. Reported a few times with no meaningful response. 

[johnc1233]

I have had the EXACT same issue for the past 5 months., Called 3 times to get told its sorted, for nothing to happen, waited to upgrade my phone next week and still cant!! I dont know how sky cannot fix something they did themselves.

[djcthemanthatsme]

I have the same issue - pretty wild I can't even browse around looking at phones, just keeps saying there's an outstanding action yet takes me to my most recent bill which was paid a week ago on time as always, and shows an outstanding balance of £0.

I also noticed 2 other things:

1. I'm eligible for a phone swap, yet the app and site still says I'm not, so I can't go anywhere with that

2. Using the app I get put into a queue - just to look at my own account which is ludicrous. I'm not queing to purchase a brand new phone that's been released or anything, literally just to get to my mobile bill I am put into a queue.

Sort it out, Sky!

[mjay56]

Just to update, I still  have this issue. 

[Mark39]

@mjay56 what was the outcome of the private chat with Sky?

[mjay56]

I cant find one. It seems they didnt message me. 

[Stephen211]

This was the last response I received from Sky back in July... 

"Hi, it`s Sky!

Kindly note that I am still waiting on a confirmation from the Backoffice on the issue you have reported. I am monitoring and will update you, once I have any news. NoReply"

[Mark39]

@mjay56 a chat invitation was sent to you:

---

@Addie15 wrote:

Hi there! Thank you for escalating this. We have sent an invite to mjay56.

---

Might be best to give Sky a call?