reinstating account once payment plan arranged

[ACP77]

My bill didnt get paid for two months due to financial difficulties. I have had enormous trouble trying to get through to Sky to get it sorted out as I couldnt pay the full amount. Today I have had a debt collectors letter to arrange a payment plan, which I have done. I was then told to phone Sky to get my services reinstated. When i finally found a human to speak to, it took 25 minutes to be told that I cannot have the services reinstated. The payment plan is for 9 months and they are telling me that I cannot have my services until the debt is repaid. 

I am now on hold with someone for the last 20 minutes trying to speak to someone and make a complaint... im still on hold.....

I spend a lot of money each month with sky mobile and tv and have been a customer for over 30 years.... the way the treat their customers is shocking!! I am at a complete loss what to do now... any advice???

[caesarome]

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@ACP77 wrote:

to be told that I cannot have the services reinstated. The payment plan is for 9 months and they are telling me that I cannot have my services until the debt is repaid. 

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If you owe Sky then I think that is fair enough as they are not going to give you access to their services until whatever you owe has been paid of in full. You would need to check back with them when it has been paid off as Sky are known to cancel accounts if bills have been outstanding for 56 days or more.

[Daniel0210]

@ACP77 
If your arrears lasted for 56+ days Sky can fully terminate your subscription which sounds like could be the case here. They may be of a mind that your payment history is not in line with what they want if services were reinstated, in which case there'd be no grounds for complaint in my opinion. 

[ACP77]

I just want to actually talk to a human being to discuss it !! I was on hold for 30 minutes this time and then they cut me off!!!

[SKY1992bf]

@ACP77 then you need to call like you did last time unless it's asking for payment when you do call

[GD1]

@ACP77  If your account has already been passed to a DCA then it's way past the 56 day mark and TBH i'd be suprised if Sky did reinstate services based on this.  As advised you'd have no grounds for complaint either.

[daveNOS]

@ACP77 You owe Sky money and they have every right to refuse to reintate your service until you've paid what is owed, you don't have any valid grounds for complaint for the service to be reinstated.