topic Re: Credit refund after broadband cancellation in Account & Billing

Credit refund after broadband cancellation

Savvy2 — Thu, 26 Sep 2024 14:31:33 GMT

Hi, I cancelled my broadband a few months ago but have built up a credit balance from Sky. I was expecting to get it back in my bank account by now but it only shows up as credit on my sky account. Is there a timeline of when it'll be refunded back to me? Thanks.

Re: Credit refund after broadband cancellation

caesarome — Thu, 26 Sep 2024 15:02:37 GMT

@Savvy2

To get you some help with this refund I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

Re: Credit refund after broadband cancellation

Lisa-P1987 — Thu, 26 Sep 2024 15:09:43 GMT

Thanks for escalating this. We’ve sent Savvy2 an invite to chat.

Re: Credit refund after broadband cancellation

Addie15 — Sun, 29 Sep 2024 08:23:04 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Credit refund after broadband cancellation

Stfn87 — Sun, 29 Sep 2024 10:35:47 GMT

I have the same issue, I cancelled my broadband in August and I should have received a refund in my account mid-September but on the app it shows I have a credit towards my next bill, which I won't have to use. Can you send me the refund on my bank account as soon as possible, please?

Thanks!

Re: Credit refund after broadband cancellation

Greenfingers001 — Sun, 29 Sep 2024 10:46:42 GMT

Hi there @Stfn87 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Credit refund after broadband cancellation

Lisa-P1987 — Tue, 01 Oct 2024 10:21:32 GMT

We are still looking to help you Stfn87 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Credit refund after broadband cancellation

Stfn87 — Wed, 02 Oct 2024 09:43:49 GMT

Hello,

Thanks! In the end I called the Customer Service to accelerate the refund process. I'm hoping to get it soon.

However, I was told I would receive a bag to return the router on Monday but I haven't. Can I just buy a bag and return it myself? (I have the return labels).

Thanks.

Re: Credit refund after broadband cancellation

Daniel0210 — Wed, 02 Oct 2024 09:49:07 GMT

@Stfn87
You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.