topic Early termination refund debacle in Broadband

Early termination refund debacle

Markielew — Fri, 22 May 2026 14:26:21 GMT

Has anyone else had the ludicrous situation where Sky won't pay the refund on an early termination charge from another broadband supplier because the termination fee is part of a final bill?

I was with Virgin Media.
A Sky salesman persuaded me to move to Sky and said Sky promise to refund up to £200 if Virgin charges termination fee.
Virgin did - around £63.

I have sent Sky refund department proof that:

a) I was charged a fee

b) I paid the fee (as part of the final bill).

The final bill from Virgin clearly shows that they charged me the fee as part of the final bill and that I paid it (zero balance).
Sky are refusing to refund me because the bank statement proving I paid Virgin, isn't the same amount as the actual termination fee. (Which was part of the total bill).

I hope that all makes sense! 🤣

Re: Early termination refund debacle

caesarome — Fri, 22 May 2026 16:28:54 GMT

@Markielew wrote:

Sky are refusing to refund me because the bank statement proving I paid Virgin, isn't the same amount as the actual termination fee. (Which was part of the total bill).

That doesn't sound right because if that final bill includes the termination fee and the documents you sent clearly shows this and that you have paid it in full then I would put in a complaint by filling in this form:

https://www.sky.com/help/complaints

This gives Sky 6 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

Re: Early termination refund debacle

Markielew — Fri, 22 May 2026 16:41:42 GMT

Thank you for the link.
The details are clearly shown on the documentation I sent to Sky yet they are being difficult.
I have already raised a complaint, so we will see what happens,

Thanks again for responding. I wondered if anyone else had encountered this issue, hence my posting on here.

Re: Early termination refund debacle

TimmyBGood — Fri, 22 May 2026 18:11:37 GMT

@Markielew

Realistically all ISPs which offer switching credit know exactly how each other does final billing: they just persist in playing silly games.

Re: Early termination refund debacle

walking+footie — Thu, 10 Sep 2026 13:35:12 GMT

I am experiencing exactly the same situation and are trying to deal with retainment team as switching team are only contactable by email which is useless as they don't read the emails