Cutting off services for vulnerable customers

[thanetborn]

My friend who suffer from dementia recieved an text stating they where behind on thier bill and if they did not pay their bill services would be limited this was Wednesday the 1st of Feb. He contacted them and was told they wouldv take double payment next time and would not cut his service then Saturday his TV service was cut and today his internet and landline was cut. i contacted them to ask for landline to be reinstated but was told he had to pay or nothing would be done he has also lost his mother and was due to watch the funeral this tuesday on the internet as he is unable to travel. I am shocked to see how Sky treat their vunerable customers.

[Daniel0210]

@thanetborn 

Unfortunately your friend was misinformed. The restriction process is automatic and we've been informed Sky Customer Service agents can't stop it. 

Before Sky reinstate your friends services he will have to pay what is owed you and also set up a new continuous payment method. If his payment is two or more weeks overdue he'll also have to pay the next bill as well. If he allows his arrears to remain for 56 days Sky may terminate the account.

If he can’t pay it all in one go he can pay what he wants, when he wants, but until the bill is paid off in full Sky will not reinstate the services. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay.

Once the payment has cleared and is in Sky’s account his services should be reinstated, but be aware this may not be instant especially at a weekend as the banks are closed.

Any attempt to call Sky will result in him being prompted to pay first.

It may be worth him registering with the Sky Accessibility Team who may be able to help in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/