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Difficulty paying your Sky Talk bill

There are a number of ways in which we can help you reduce the likelihood of ending up with a large debt on your Sky Talk account and we will advise you of these if you tell us, or we notice, that you are getting into difficulties paying your bill.

For example, you can set up a call spend alert on your account - this allows you to set a call spend amount and if you exceed this amount we will notify you by email (we will not stop you from making further calls once you exceed this amount and you will still be required to pay for any such additional calls you make).

We can also place a call spend limit on your account (details available on request). If you exceed this call spend limit we will restrict your Sky Talk service, preventing you from making outgoing calls other than to Sky customer services, certain Freephone numbers and the emergency services. You will still be able to receive incoming calls.

If you do not pay your Sky Talk bills by the due date for payment shown on your bill, we will chase payment by sending you reminders by email, post or SMS. If you do not respond to these reminders and you do not pay us in full all amounts outstanding on your Sky Talk bill, we may restrict your Sky Talk service. If we restrict your Sky Talk service, you will still be able to receive incoming calls but you will not be able to make outgoing calls other than to Sky customer services, certain Freephone numbers and the emergency services.

If you still do not settle your Sky Talk bill we may disconnect your Sky Talk service, which means that you will not be able to receive any incoming calls or make any outgoing calls. We will notify you before we disconnect your Sky Talk service. We will not restrict or disconnect your service while you are in a genuine dispute with us about your outstanding Sky Talk bills.

We may restrict or disconnect your Sky Talk service without notice if we have reasonable grounds for suspecting that there is an unacceptable credit risk or 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 will review any decision we make to restrict or disconnect your service without notice.

We pass our customer debts to debt collection agencies to collect on our behalf ten days after we begin the disconnection process and will notify you of this in advance. We will carry out our debt recovery procedures, and make sure that any debt collection agencies we use carry out these procedures, professionally and in accordance with all applicable law and best industry practice.