sky bill been cancelled

[Abbey04]

Hi, 

my sky bill has been cancelled due to it not taking from my direct debit leaving ~£300 to be paid immediately but i simply cannot get thru to a real person on the phone! this is not financially doable. i paid £100 in but now it says it's credit for my next bill but my next bill said £0.00. any advice PLEASE

[Daniel0210]

@Abbey04 

Your post isn't very clear but it sounds like you made an unnecessary manual payment which has gone as a credit for next months bill. Sky then tried to take the planned payment which possibly failed due to insufficient funds. Is this what happened? Are your Sky services already restricted?

[Abbey04]

yes , just been restricted but as i'm in uni the letter sent to my family home and not here so i wasn't made aware until trying to make my usual payment

[Daniel0210]

@Abbey04 
In future this billing process applies to all customers …

🟡If you usually pay by Direct Debit and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment at this point will only go as a credit towards the following months bill).

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.

▪️

Sky won’t reinstate restricted services until the arrears have been paid and you’ve also set up a new continuous payment method. Until then any calls to Sky will only prompt you to pay. 

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

If your payment is 2+ weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (mobile or Sky Glass) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. 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/

[Abbey04]

So , will the money i've paid into the account clear soon? 

It has been restricted/cancelled but i've paid money into it and says it's being carried forwards as credit

[Daniel0210]

@Abbey04 

As I stated earlier the manual payment (which was totally unnecessary at that point) will be showing as a credit for next months bill, still leaving the latest bill unpaid. For that you do need to make a manual payment in full. 

In future do NOT make any manual payments unless requested to by Sky. 

[Abbey04]

sorry for the confusion on my behalf, so i still owe the ~£300 even though i paid £80 towards it already? sorry i'm having a difficult time understanding i'm extremely stressed

[Daniel0210]

@Abbey04 

We obviously can't see you account or your bills but that sounds like you've built up arrears so Sky have cancelled your accoun. Is this for a Sky mobile?

If this is part of a credit agreement purchase (mobile or Sky Glass) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment. 

[Abbey04]

Where i'm confused is that it says it's paid in full when it in fact is not and the letter is requesting me to pay the amount (£300) but i was hoping to split it up between this week and next. any advice on how to speak to soemone over the phone ? when i call they say my number is not associated with a sky account.

[Daniel0210]

@Abbey04 

As your services are restricted Sky will not speak to you until you have paid what they say you owe. 

[Abbey04]

thank you for your help. Sorry if i have been a bit dense about it

[DaveDrizen]

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@Abbey04 wrote:

sorry for the confusion on my behalf, so i still owe the ~£300 even though i paid £80 towards it already? sorry i'm having a difficult time understanding i'm extremely stressed

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You need to make the unpaid bill in full. Sky do not except part payment doing so as a manual payment will normally  be put as a credit on your next bill  not on the amount you owe that the way Sky automatic billing system works. You also need to set up either a new direct debit or continues car payment for future bills. Until you have done this you service will still be restricted. You say you only when you received a letter that had been sent to you home. Do you not have a email address set up for your account with Sky as this the usualy the first method of communication Sky use about payment issues.

[Daniel0210]

@Abbey04 

You haven't confirmed if this is for a Sky mobile or another service.

If it's for a phone then as Sky say you owe £300 that suggests Sky have cancelled your account and now want payment of the full amount so don't be surprised if after paying Sky consider you too high a risk to continue as a Sky customer. 

[Abbey04]

it was for an ipad. so i assume mobile