Sky mobile

[Bon24]

My bill has been due but been in financial hardship due to being in hospital can I have a extension please as don't get paid till the 15th 

[63johnw]

Hi @Bon24  you aren't talking to sky CS here. If you pay by direct debit and your bill isn't paid then Sky will try again 10 days later. If still not paid then services will be restricted. This is an automated process and can't be stopped. Sky won't accept promises to pay, no matter what Sky CS operators may claim. 

[Daniel0210 · Accepted solution]

@Bon24 
If your services are not yet restricted the following process applies…

▪️If you have a Direct Debit set up and the 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 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