topic Re: Sky in Sky Q

Sky

Sophie2345 — Mon, 15 Dec 2025 09:36:55 GMT

I cancelled my sky and they said I didn't owe any money as I cancelled it within the timeframe but now I keep getting sent emails saying I owe money and I can't get through to anyone on the phone. I also haven't been sent any boxes to send my sky back

can anyone help with what to do

Re: Sky

Daniel0210 — Mon, 15 Dec 2025 09:41:44 GMT

@Sophie2345

What service did you cancel? Sky normally send out return packaging near the end of the notice period.

Billing continues through a notice period and as bills are generated 14 days prior to a payment date it's quite normal that another bill payment will be required. Of course any overpayment will be reimbursed to you.

Re: Sky

Sophie2345 — Mon, 15 Dec 2025 09:53:15 GMT

Sky q but they haven't sent me any boxes. When I call customer service it says that my account has been restricted not cancelled and I can't get put through to somebody unless I make a payment But they told me that I didn't owe any payments because I was at the end of my contract

Re: Sky

Daniel0210 — Mon, 15 Dec 2025 10:43:20 GMT

@Sophie2345

It sounds like you cancelled your payment method too soon.

If your services are already restricted that will only be because of a missed payment. Sky won’t reinstate them until you’ve paid what you owe (regardless of any individual circumstances) and you’ve also set up a new continuous payment method. (This will then allow any part refund to be made).

Until you’ve done this all calls to Sky will only prompt you to pay.

Restrictions of services are automatic and Skys agents can’t override the process, even if you’re told otherwise. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. You will then be able to talk to an agent.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/