Struggling financilly

[Stephhodgkiss]

Hi i am trying to get through to sky as my bill is due and I haven't got the full amount we have a severly disabled child and been told to stay at home my husband worked self employed and has been off work can someone please tell me how I can get through to speak to someone regarding this as really am struggling tried 50 times today 

[SheikhMZR]

The immediate need for  a SKY COVID-19 Hardship Support Process. - We need your help.

Having read through previous threads across the Sky Community. Please note below 3 immediate  areas of further improvement for Sky to implement in order to fully support ALL Sky customers who will no doubt struggle to pay their bill. Given the ecomonic current crisis. There will be several lay offs and massive job losses.

1. Sky must look to now implement a clear and understandable Customer COVID-19 Financial support process. Why? In order to make clear to all Sky customers what financial support is available from Sky for customers who will now struggle to pay their bills. This can be communicated via your website as and when it is ready to be announced. However it must be announced sooner rather than later.
   
2. Sky could also set up a dedicated email address e.g. **email address removed**. Why? In order to allow customers to contact you via email in order to share evidence of their financial hardships at present. As I am mindful that you have a limited number of telephone staff (As many people are in self isolation) available to answer the constant calls which Sky customers will now be making. On average it will take 1-2 hours for customers to get through to Sky. A response time to emails sent to this dedicated Sky inbox can be agreed with your policy makers.
3. Sky could also now set up a COVID-19 hardship fund. Whereby customers could apply for financial assistance via emailing evidence of their financial hardship through to **email address removed**. Subject to an agreed criteria and an impartial assessment, whichever customer qualifies could then receive financial support from Sky to help pay their outstanding debt with Sky. Given the current crisis which by the way will not will take a few months to overcome. As it could well be 12 months+ or even longer before COVID-19 is finally defeated.

Should you need to discuss the above ideas for Sky doing whatever it takes to support all its customers given COVID-19, please feel free to send me a personal message. As I like many millions am now in self-isolation until further notice. Also I have noticed that Sky has not sent out any form of email or letters to customers to reassure them that Sky is on hand to support. Through applying a common sense and empathetic approach.. As the time for increasing profits and charging customers even more money is absolutely ludricous and wholly inhumane. So in addition to implementing the above ideas, it would be extremely well recieved if Sky froze all price rises for at least 3 months, given COVID-19. 

I do hope the contents of this message are clear and to the point. However should you need to discuss matters further, please send me a personal message I will respond as soon as I can.  Please can we all stay safe and may god almighty help and guide us all through the current crisis. A crisis which ALL human beings regardless of race, religion and sex will now need to face together. Sky -  The human race is dying across the globe and its time for Sky to truly show how it will support all its customers who are also human beings given the global COVID-19 outbreak.

Kind regards

Sheikh MZR

[bob1234]

@Ken1710That is handy to know, if I have to phone up I will have to write down my password it is quite complicated and I can never remember it.

[GD1]

@Ken1710   Call handlers will have set time limits to update accounts with any info, if they are in what what my employer calls ACW then they usually have a set time outside of that a manager will be asking why as we have x number of customers waiting etc.  Once they go back into available, they will get another call to deal with, it isn't as simple as you think it is to just call a customer back.  They may also not be on an outboud line so that would not be an option in that case.

[Ken1710]

Thank you for that information I would never say that the job they are doing is easy and I applaud them for being at work trying to help people get the best out of the service.my point is at this difficult time a little compassion would go a long way.After all it is sky that are advertising they will prioritize the vulnerable  and  care workers this increasing the  load  onto call handlers

[Anonymous]

@Ken1710  I spoke to them ken! They were very compassionate and understanding. They assisted me with a payment plan and resumed my services. I took the customer service advisors name and the manager and left a fabulous review for them. 5* British customer service. Take care now.

[Broughty+Lady]

I pay by monthly direct debit but my bill is saying carried over to the next month. There has never been a definite in my account. I don't understand why. I wanted to phone them but they are telling you not to phone. 

[bob1234]

@Ken1710  A Sky employee posted that the vulnerable (over 70s) were known and automatically given preference by their telephone number (I am not convinced) nor do I understand how they can verify someone is a care worker.

[GD1]

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@Anonymous wrote:

@Ken1710  I spoke to them ken! They were very compassionate and understanding. They assisted me with a payment plan and resumed my services. I took the customer service advisors name and the manager and left a fabulous review for them. 5* British customer service. Take care now.

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Thats good the hear, thanks for letting the forum & Sky know 🙂

[Ken1710]

So pleased for gd1 keep safe

[Ken1710]

Bob1234

I have no clue as to how they would know healthcare workers as myself work in mental health  hospital.However at least they are doing something for vulnerable people it's a start

[Kathlyn+Coulbeck]

Finally got through to them rude staff on fones and apparently copd is not a vulnerability so wont turn sky back on 

[Ken1710]

So sorry to hear it obviously depends on who answers your call.copd is a particularly debilitating condition especially if you get an attack or infection it is also on the government's list of at risk conditions.As I said earlier  some good deals out there  keep safe

[Tracy74a]

same here and my phone has been cut off.  None of these companies are helping much 

[SheikhMZR]

It is completely unacceptable for all businesses not to help their customers  in this time of crisis.