Difficulty paying your Sky Talk bill
To avoid a large debt on your Sky Talk account:
- Set up a call charge alert on your account which allows you to set a call spend amount. If you exceed this, we'll let you know by email. You can still make calls after this, but you'll still be required to pay for them.
- We can place a call spend limit on your account. If you exceed this, we may restrict your Sky Talk service, preventing you from making outgoing calls, except to Sky customer services, certain Freephone numbers and emergency services.
What happens if you don't pay your Talk bill
We'll initially chase payment by sending you reminders by email, post or SMS. If you don't respond to these reminders and don't pay us what's outstanding, we may restrict your Sky Talk service, so you can't make any outgoing calls, except to Sky customer services, certain Freephone numbers and emergency services.
If you still don't settle your bill, we may disconnect your Sky Talk service so you can't receive any incoming calls or make any outgoing calls. We'll notify you before we disconnect your service. We will not restrict or disconnect your service if you're in a genuine dispute with us about your outstanding bills.
We pass our customer debts to debt collection agencies to collect on our behalf ten days after we disconnect you and will notify you of this in advance. We and our debt collection agencies will carry out the debt recovery procedure professionally and in accordance with all applicable law and best industry practice.
We may also restrict or disconnect your service without notice if we have reasonable grounds for suspecting that there's an unacceptable credit risk, illegal behaviour (e.g. fraud), or you make an unusually high number of calls over a short period of time. If you request it, we can review the decision.
Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.