topic Re: Cancellation in Sky Q

Cancellation

Grousegirl67 — Fri, 05 Sep 2025 19:02:04 GMT

I emailed Sky on June 8th to cancel my account and close it when my contract ended in August. They responded and accepted my cancellation request and agreed I'd given well over the required amount of notice. Today I've had an email to say my account is overdue £100.50 and need new payment details. I cancelled direct debit in August after final payment went out and haven't watched Sky since contract ended. I now can't contact them via phone or email and am just getting ignored. I refuse to give them any money or set up a payment method when they agreed that my account would be closed. I've tried 3 different phone numbers and just get automated message saying I need to set up a payment method. How do you speak to a live person and how do I solve this. I explained how poorly I was in the first email.

Re: Cancellation

Daniel0210 — Fri, 05 Sep 2025 19:06:25 GMT

@Grousegirl67

Sounds like you cancelled your payment method too quickley. Bills are generated 14 days before the due payment date so you probably had another one due.

All you can do is reset the payment method, pay what you owe, then any overpayment will be reimbursed to you.

Re: Cancellation

Grousegirl67 — Fri, 05 Sep 2025 19:13:06 GMT

The last bill was August 4th. All settled. They actually owe me 2 weeks. The current bill was yesterday I've not had sky tv on now for almost 4 weeks

Re: Cancellation

Chodley — Fri, 05 Sep 2025 19:50:13 GMT

What dates of service did that August 4th bill cover?

Re: Cancellation

Grousegirl67 — Fri, 05 Sep 2025 20:02:24 GMT

Aug 4th till Sept 3rd

Re: Cancellation

Grousegirl67 — Fri, 05 Sep 2025 20:03:16 GMT

But contract ended August 13th

Re: Cancellation

Chodley — Sat, 06 Sep 2025 08:45:54 GMT

Strange. And that bill definitely got paid before you cancelled the DD?

Re: Cancellation

Grousegirl67 — Sat, 06 Sep 2025 08:47:17 GMT

Yes absolutely.

Re: Cancellation

Chodley — Sat, 06 Sep 2025 08:50:44 GMT

Sadly I think you're going to have to pay that bill before they'll talk to you on the phone and demand a refund for the now 6 weeks.

It is possible to contact them on social media. Maybe a public message on twitter tagging them with a summary of the above will get a reaction. I don't know their ID on there though, maybe someone else on here does...

all your equipment was returned?

Re: Cancellation

SKY1992bf — Sat, 06 Sep 2025 09:07:17 GMT

@Grousegirl67 You say it was cancelled by email, whilst Sky will accept written requests, they don't normally actioned them without contacting you to verbally confirm the instruction was genuinely sent by the account holder

so did you speak to sky off the back of the email and gave them verbal confirmation after passing the security checks as that is the only way sky can verify you are the account holder

if you haven't spoken to them the likelihood is that the cancellation hasn't been processed