I’ve no WiFi at all and no lights on my WiFi hub

[Carlene21]

The wifi isn't working at all in my house I no my bill is due but I'm paying on the 29th as I discussed with telephone call but they say everything should be working and it isn't 

[Daniel0210]

@Carlene21 

When is your normal payment date?

It sounds like your services are restricted. The following process applies to everyone, regardless of any personal circumstances …

🔹If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

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.

🔹If you have a Continuous Card payment method set up, if the full payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[Chrisee]

@Carlene21 if you have no lights on the hub the issue is not related to your account but simply the hub is not powered up check the mains connection if thst is all corrrect call Sky as the hub has failed.