Service restricted

[An+marie]

Hi do you know if the chat option is no longer a available I have tried to speak to an advisor and can't get a response or get through on the telephone as my services are restricted due to financial difficulties I need to speak to someone but can't . Thank you 

[GD1 · Accepted solution]

@An+marie  You asked this very same question in this thread in December, the answer has not changed.

https://helpforum.sky.com/t5/Account-Billing/Services-restricted/m-p/3873632#M116480

[caesarome]

If your services are suspended then Sky will usually require the outstanding amount to be paid off before you can contact them. There are a few things you could try, if you have a Sky Mobile phone or you have a Sky Talk landline then see if you can get through on the free 150 phone number. Failing that before calling Sky on an 03 number add 141 to the number first.

[An+marie]

I did not ask this question if you read it I asked in December if there was a live chat option and I have since used the message service which currently does not seem to be working that is what I was asking about !

[Daniel0210]

@An+marie 

Then as stated you will not be able to speak to Sky until your outstanding debt is paid. 
Before reinstating your services Sky normally require payment in full and also the setting up of a new continuous payment method. If you are two or more weeks overdue you will also have to pay the next bill as well.
Depending on your previous payment history you may be able to pay all but £25 which will then be added to your next bill (although this doesn’t apply for a Sky Mobile restriction). Sky don’t allow payment plans (unless it’s on a legitimately closed account) or promises to pay and they will not respond to your calls whilst your services are still restricted although you may be fortunate enough to get through using a number unconnected to your account or by dialling 141 before the number.
Once your payment has cleared and is in Sky’s account your services should be reinstated.

[An+marie]

Thank you for your reply this really doesn't make sense to me if someone needs help as struggling with payment you would obviously need to speak to someone   before making payment . 

[Daniel0210]

@An+marie 

Those are Skys rules I'm afraid. Once your services are de restricted you'll be able to talk to customer services. 
Once you're up and running I would normally suggest contacting the Sky Accessibility Team to see if they can advise/assist you now or in the future, but they can only help customers who find themselves in short term financial difficulties and you've unfortunately been restricted twice in 4 months. 

[Mark39]

The online chat messaging services are still available, to my knowledge. It's always best to speak to Sky before the payment falls due if you're having difficulties.

[caesarome]

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@An+marie wrote:

Thank you for your reply this really doesn't make sense to me if someone needs help as struggling with payment you would obviously need to speak to someone   before making payment . 

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If you are struggling then what you should have done is spoken to Sky before the bill was due because as you have discovered if it isn't paid and Sky can't get it 10 days later if paying by direct debit they will suspended your service so for now you will have to pay what you can and when you can if you don't want to try the numbers I posted.

[TechmanagerMal]

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@An+marie wrote:

I did not ask this question if you read it I asked in December if there was a live chat option and I have since used the message service which currently does not seem to be working that is what I was asking about !

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• I am not sure if this team will allow contact while your services are restricted but give their Message Us option a try here - https://www.sky.com/help/home/accessibility-information/accessibility-info-policies/vulnerable-custo...
• This is taken from the above

May require moderation and will appear later?

[Lisa-P1987]

The best people to talk to will be our Accessibility team @An+marie, they can help support you if you are not in a financial position to clear the bill. 

They DO have a chat team but sometimes it is not available. 

@TechmanagerMal  has linked their contact page. 

[Lis1989]

Completey agree with this!

[Mark39]

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@Lis1989 wrote:

Completey agree with this!

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With what? Unless you tag the poster or quote the post you're agreeing with, Community members will reasonably assume you're referring to the post before yours. Is that right?

[Lis1989]

@Mark39 yes i forgot to quote who's name i was talking to.

[PandJ2020]

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@Lis1989 wrote:

@Mark39 yes i forgot to quote who's name i was talking to.

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And we're still none the wiser.