Need to speak with someone

[AmandaandAlfie]

Having been a customer of sky for in excess of 10 years and never ever having missed a single payment, also with multiple boxes and the absolute top package that is costing £167 a month. Imagine my shock and disappointment when due to a stay in hospital for a major heart operation that was unplanned and kept me away from home for 7 weeks I found my service restricted fo non payment. I am finding myself in financial difficulty for the first time in my life and I try and call sky only to find the phone system will not allow me to speak with anyone unless I can pay last months overdue amount of £167.  The problem is I can't pay at the moment and I'm currently resting at home very ill having nearly died.  I am utterly distraught with the situation and so not want my contract terminating for something that is out of my  control. I'm also now worried that I will incur more costs for a service that isn't being provided. Please help me. 

[Daniel0210 · Accepted solution]

@AmandaandAlfie 

I'm afraid the process is the same for everyone no matter what the reason for a non payment might be. 

Restrictions are applied automatically so agents can’t override the process. If your services have already been restricted any calls made to Sky will only prompt you to pay.

Sky won’t reinstate services until you’ve paid what is owed and set up a new continuous payment method. If your payment is two or more weeks overdue you will have to pay the next bill as well. It’s worth noting that it you’re in arrears for 56+ days Sky can fully terminate your subscription.

If you can’t pay what you owe in one go you can pay what you want, but until the bill is fully paid Sky will not normally reinstate your services. On rare occasions they will allow you to carry over up to £25 to the next month but that is based on your previous payment history. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Also, 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/

Its also worth mentioning that you can’t cancel whilst restricted.

Once you’ve done the above you’ll be able to call Sky if you still need to speak to an agent.

[MightyQuinn]

Hi @AmandaandAlfie   I would try putting 141 in front of the number that you telephone Sky, to withhold your number so Sky don't know that it is you calling.