topic Re: Waiting for a refund for two months now... in Broadband

Waiting for a refund for two months now...

TheNamesKrisG — Wed, 10 Sep 2025 16:12:50 GMT

In early July I had 8-days broadband outage, during which time I could not work from home. Once it was solved (I had to diagnose the problem myself!), I was promised £69 in compensation.

Fast forward more than two months and:

- I have called Sky at least ten times, possibly more.
- I have been told on at least three occasions that the payment was being processed and will be with me in 48 hours.
- I've been told by at least 3 people that they will own the case and call me back
- I've been told over and over again that the payment failed due to missing details, that has now been rectified.

On every occasion, I wait 2-3 days and nothing happens. I then call and go through the same process, and receive the same promises, over and over. I've come to believe this is now a tactic - make me go away, and keep going away, until I give up on the refund.

Has anyone else shared such an experience? is there a way to take it further, say, to an obudsman?

Thanks!

Re: Waiting for a refund for two months now...

jamesn123 — Wed, 10 Sep 2025 16:20:35 GMT

Hi @TheNamesKrisG

Before you go to the ombudsman you would need to have made an offical complaint with Sky via the approved methods and reached a deadlock with them. Only then would an ombudsman be interested in the case.

Sky's complaint process can be found here; https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Waiting for a refund for two months now...

Lauz79 — Tue, 23 Sep 2025 05:32:46 GMT

Yes, I have had the exact same thing happen.

i was originally contacted by Sky via email in July 2025 and was told I was due a refund of £52, however, after speaking to them many times I am still waiting to this day (now 23/09/25),

so it's extremely poor customer services

Re: Waiting for a refund for two months now...

Daniel0210 — Tue, 23 Sep 2025 06:10:43 GMT

@Lauz79

The OPs refund was part of auto compensation for an outage. What was your refund from?