Restricted telephone

[AJD0590]

I have been without my landline telephone since 3pm yesterday 10.06.2025 the line was restricted, I have had no warning about this and the bill has been paid, I called 7 times with 24 hours and speaking to several different people at a call centre in India I was told my phone service would be restored within 24 hours its now 23.00pm on the 11.06.2025 and still no telephone service this is EXTREMELY UNACCEPTABLE I am an autistic and vunerable adult and the service I have received is utterly appalling I want to speak with a UK agent.

I am intending to make a formal complaint and cancelling all services with Sky its disgraceful behaviour.

[Daniel0210]

@AJD0590 
This is a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here. I'm afraid making threats to cancel your subscriptions is not going to get your line restored. I'm also not seeing any grounds for a complaint in your post. 

There is no way to guarantee speaking to a UK based agent. All calls are sent to the next available agent wherever they are based. 

To clarify, if your services were restricted due to a missed payment you wouldn't have active broadband either. It would not just affect the landline phone, so is this the case? 

If it isn't then you may have a fault on the line which is different and Sky would pass that to Openreach to investigate. The usual repair time quoted is 2 working days. 

🔹

If you have health issues that affect your ability to communicate with Sky, it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

[Mark39]

@AJD0590 you'll also need to re-setup your automated monthly direct debit or card payment before your services will be reinstated.

It's up to you to make sure you make payment when it falls due. It's not up to Sky to remind you. 

[AJD0590]

A payment has not been missed though it was restricted for no reason at all and the operators have said there is nob debt out standing I have asked for compensensation for the extremely unacceptable service, they cannot restrict my line without any warning as the bill has been paid is there a complaints procedure and how do I go about making a complaint after what happened I am gong to be taking my custom else where if the matter is not resolved by today 12.06.2025. 

[Mark39]

@AJD0590 yes, there is a complaints process - see Sky's help here. I'd suggest either using the Web form, or by complaining in writing.

https://www.sky.com/help/articles/how-to-make-a-complaint

Exited to add: you may still need to set up or re-setup a monthly direct debit or card payment.

[Nimbob]

Hi @AJD0590  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Thanks for escalating. We've sent an invite to @AJD0590.