topic Re: Broadband charges in Account & Billing

Broadband charges

cherry_kiwi — Mon, 04 Nov 2024 11:56:41 GMT

My Sky contract is due to end on 10/11/2024 and on my most recent bill they have taken extra money from my bank account. I have been billed £39.67 and this period is for:

Sky Broadband Superfast - 22 days - period 11/11/2024 to 02/12/2024 - £31.53

Sky Broadband Superfast - 8 days - period 03/11/2024 to 10/11/2024 - £8.14

I believe I shouldn't have been charged the first payment of £31.53 as my contract is ending 10/11/2024 and I will be moving to a new supplier?

Thanks

Re: Broadband charges

PandJ2020 — Mon, 04 Nov 2024 12:03:07 GMT

Unless you've given notice to cancel then your contract is not ending. (The date you refer to is probably your minimum term for which any discounts end only)

For broadband it can only be cancelled by the account holder giving 14 days notice or another provider performing a 'takeover' (not all providers can do this).

Also, billing does continue longer than expected as charging it monthly in advance, even if this is past any cessation date. (Subsequent bills generate a pro-rata credit)

Re: Broadband charges

cherry_kiwi — Mon, 04 Nov 2024 12:07:46 GMT

Thank you - I do have email confirmation from Sky on 03/10/2024 about my new supplier taking over on 11/11/2024 and that my account with them will be cancelled and i'd need to return the WiFi hub. I'm just unsure on why they have appeared to have charged me extra. Live chat is not available and i'm not able to call them just now 😞

Re: Broadband charges

PandJ2020 — Mon, 04 Nov 2024 12:09:48 GMT

It's not unusual to be billed in advance during any notice period. Depends on the exact timing but as I noted next month's bill should generate a credit for the overpaid amount. Refunds should be issued within 6 weeks but it's probably best to chase it once it shows as a credit.