Mobile suspension

[Jacksprat06]

My bank account was hacked in November so had a missed payment on my account it shows mobile account suspended. I have paid the amount and it still shows my account suspended how do I resolve this

[Daniel0210]

@Jacksprat06 

Are your mobile services actually restricted? 

[Jacksprat06]

Yes they are I've rung them loads of times and get nowhere 

[Daniel0210 · Accepted solution]

@Jacksprat06 

In that case 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/

[Jacksprat06]

• I have paid the arrears and they still won't reinstate.  I'm thinking of paying off Sky Mobile and then cancel thanks for your help 

[Daniel0210]

@Jacksprat06 

As stated above have you also set up a new continuous payment method?

You won't be able to speak to Sky to pay the device off or to cancel whilst the services are still restricted.