topic Re: Sky switch credit in Account & Billing

Sky switch credit

bilpop — Thu, 25 Jul 2024 09:33:13 GMT

Hi,

We switched our broadband from Virgin to Sky and I wrote to switchingcredit@sky.uk to request switch credit of around £68.

On 16/07 I received a response, saying

'Dear Customer,

We've received your request to claim your bill credit for your outstanding early termination charges with your old provider.

I am pleased to confirm the relevant credit will be applied to your account in next 72 hours.

This will be visible via the online/interactive services.

Kind regards,

Sky Switch Credit'

6 days later , on 22/07 I checked my account and I couldn't see any credit applied. I wrote to switchingcredit@sky.uk again to enquire. I received the same response on the same day:

''Dear Customer,

We've received your request to claim your bill credit for your outstanding early termination charges with your old provider.

I am pleased to confirm the relevant credit will be applied to your account in next 72 hours.

This will be visible via the online/interactive services.

Kind regards,

Sky Switch Credit''

Now, 25/07, another 72 hours have passed since the second response (9 days since the initial confirmation) but I still can't see any credit applied.

I feel that this email exchange can go on forever, without any real action from Sky.

Please advise how I can escalate the issue

Many thanks!

Re: Sky switch credit

SKY1992bf — Thu, 25 Jul 2024 10:08:55 GMT

@bilpop Did you send all the required information detailed in the link below to support your claim

https://www.sky.com/help/articles/switching-credit-offer?DCMP=dmc-skycom:na_switch_credit

Re: Sky switch credit

caesarome — Thu, 25 Jul 2024 10:53:04 GMT

@bilpop

As they have accepted your claim then it might be worth registering a complaint if you can't see the credit on your account:

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

Re: Sky switch credit

bilpop — Thu, 25 Jul 2024 12:12:22 GMT

Yes, all information sent and apparently the claim is approved but the credit show up in My Account (future bills) after 9 days since the initial confirmation.

Can I escalate the question to a Sky Expert here before I submit a complaint?

Thanks

Re: Sky switch credit

bilpop — Thu, 25 Jul 2024 12:14:41 GMT

Sorry, in my previous post I meant *the credit DOESN'T show up

Re: Sky switch credit

Natasha291 — Fri, 26 Jul 2024 08:52:19 GMT

Exactly the same situation. Now my services are suspended due to non payment and i can only get to speak to someone after paying by card! Fuming.

Re: Sky switch credit

Mark39 — Fri, 26 Jul 2024 09:04:28 GMT

@Natasha291 wrote:
Exactly the same situation. Now my services are suspended due to non payment and i can only get to speak to someone after paying by card! Fuming.

Well yes, Sky won't talk to you if you're in arrears. You need to put that right first.

Re: Sky switch credit

Natasha291 — Fri, 26 Jul 2024 09:06:46 GMT

I wouldn't be in arrears if they did their job properly and added the£200 credit they were supposed to and said they would over a week ago. Feels like this switching credit offer is designed to make customers not bother with the hassle but £200 is a lot of money.

Re: Sky switch credit

bilpop — Fri, 26 Jul 2024 09:07:41 GMT

I am not in the same situation as I am paying by direct debit. Just want the credit applied to my future bills

Re: Sky switch credit

Natasha291 — Fri, 26 Jul 2024 09:09:09 GMT

I was DD to but want to force this credit to be added so cancelled it. They can't keep getting away with it.

Re: Sky switch credit

SKY1992bf — Fri, 26 Jul 2024 09:13:04 GMT

@Natasha291 You have gone about this the wrong way

best to reinstate the direct debit and then follow the advice given by @caesarome in post 3 above

Re: Sky switch credit

caesarome — Fri, 26 Jul 2024 09:13:09 GMT

You would be better served putting in an official complaint via the link I posted yesterday.

A missed payment on your account could see it added to your credit record,

Re: Sky switch credit

Mark39 — Fri, 26 Jul 2024 09:20:20 GMT

@Natasha291 wrote:

I was DD to but want to force this credit to be added so cancelled it. They can't keep getting away with it.

Withholding payment doesn't achieve anything useful. It just puts you in breach of contract

Re: Sky switch credit

bilpop — Fri, 02 Aug 2024 15:09:09 GMT

So, I followed the advice given by @caeserome and registered a complaint. I received a response by Sky Help Centre the same day, saying that '....our technical teams are actively working to resolve the known issue with applying the credit. It seems Mark that this process is taking longer than expected, and for that, I am truly sorry.

I kindly request that you allow us a further 5 working days to address this issue and ensure that the switch credit is applied to your account....'

5 working days have already passed since this response but still no credit applied to the account..

i have no idea what to do next. It feels like all my requests just get some automated replies without anyone actually bothered to look into the matter.

Any advice?

Re: Sky switch credit

SKY1992bf — Fri, 02 Aug 2024 15:13:45 GMT

@bilpop Just to confirm that you are checking for a credit on your sky account (which is where it will appear) and not your bank account

Re: Sky switch credit

bilpop — Fri, 02 Aug 2024 15:24:48 GMT

Yes, I am looking at the Future bills on the account, where I expect the credit applied, but they stay unchanged.

Re: Sky switch credit

rhm19 — Wed, 24 Sep 2025 14:02:55 GMT

Did this ever get resolved? I'm going through the exact same now. Whatever i say to them, i received the same response. Still hasn't shown up on any bills...

Re: Sky switch credit

Mark39 — Wed, 24 Sep 2025 14:14:09 GMT

@rhm19 what's the response you're receiving? If you're being asked to resubmit your claim, it usually means that you've sent them doesn't meet their requirements- essentially an itemised bill from your previous provider clearly showing what the 'termination fees' are, and evidence that you've paid it.

Re: Sky switch credit

bilpop — Wed, 24 Sep 2025 15:10:35 GMT

I did get the credit in the end. Just kept sending messages to helpATskycustomersupportDOTcom as soon as the specified period within which they promised to resolve the issue had passed. Can't remember exactly how long it took but I'd say less than a month. I think they had some technical issues back then or maybe just backlog.