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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'll advise you of these if you tell us, or we notice, that you're getting into difficulties paying your bill.

You can set up a call charge alert on your account which allows you to set a call spend amount, and if you exceed this we'll notify you by email. We will not stop you from making further calls once you exceed this amount and you'll 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 may 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'll still be able to receive incoming calls.

If you don't pay your Sky Talk bills by the due date for payment shown on your bill, we'll chase payment by sending you reminders by email, post or SMS. If you don't 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'll 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 don't 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'll 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'll 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'll 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.