I need help reinstating my sky stream need a human, help

[Jojo74]

Hi there 

i paid my bill in full last night and re did my dirext debit but it says my service has been terminated. It says to reinstate pay bill and set up payment method whxih i have and i still cant watxh sky. Tried using live chat but the virtual assistant doesnt understand me asking to speak to an agent. Help please 

[GD1 · Accepted solution]

@Jojo74  You'll need to wait for your payment to clear the bank this can take a couple of days.

[Jojo74]

Thank you, why is it impossible to speak to a human on live chat? Thank you for letting me know about the payment clearing time, I will wait a couple of days and hope it gets reinstated. 

[Exiled-in-HH]

AI is the future ... humans are no longer required🤔

[Jojo74]

I prefer speaking to a human 🤣🤣

[MarkGoldsmith]

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@Jojo74 wrote:

Thank you, why is it impossible to speak to a human on live chat? 

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Because when an account is restricted due to unpaid bills the Sky policy is not to speak until the bill has been cleared. When you phone the Sky number from your registered number, it will automatically see your account is restricted to unpaid bills and will therefore prompt you to pay the bill but won't let you speak to an agent until you have.

One way to get round that is to phone from a number not associated with your Sky account, however when you get through to an agent they may just tell you to pay the bill and may not be able to offer any other help.

[Jojo74]

I paid it yesterday and it's showing a zero balance owed. Guess I just have to wait until sky decide to sort it out 

[MarkGoldsmith]

Have you also setup a new continuous payment method on your account? Typically when an account is restricted the configured payment method is removed and needs to be reset-up before the restrictions are lifted.

[Exiled-in-HH]

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@MarkGoldsmith wrote:

Have you also setup a new continuous payment method on your account? Typically when an account is restricted the configured payment method is removed and needs to be reset-up before the restrictions are lifted.

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It would appear so from the first post by @Jojo74 😉

[Fothergill1]

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@Jojo74 wrote:

Thank you, why is it impossible to speak to a human on live chat? Thank you for letting me know about the payment clearing time, I will wait a couple of days and hope it gets reinstated. 

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@Jojo74 When calling Sky to get past the chatbot and speak to an advisor try answering the following:

Say about sky Stream

Say it's something else

Say NO when asked about using the web link

This has worked for me in the past so it's worth a try.