Payments

[Diane128]

Sorry our bill is overdue but unfortunately myself and my husband have both been made redundant 2 weeks apart from each other, we have spoken to DWP and will get help but this can take up to 5 weeks to sort. We rely on our phones for job applications and signing in to DWP accounts and cannot be without them, please is there some kind of help you can give us until we are back on our feet.

Kind regards Diane Palmer

[Daniel0210]

@Diane128 

That's very unfortunate but I'm afraid if your services are not yet 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