topic Re: Minus figure on bill in Account & Billing

Minus figure on bill

A98722 — Tue, 12 Nov 2024 18:14:38 GMT

I switched to Sky Glass from normal Sky back in August.

When I check the bills on line, I now have 2, one showing what I owe monthly for Glass, but also one that shows a minus £131.36 on the old broadband and talk contract.

Is this a refund? And if so, how do I actually get it back?

Re: Minus figure on bill

Daniel0210 — Tue, 12 Nov 2024 18:16:36 GMT

@A98722

Have you cancelled broadband/Talk?

Re: Minus figure on bill

A98722 — Tue, 12 Nov 2024 18:17:36 GMT

Yes and returned all the equipment

Re: Minus figure on bill

caesarome — Tue, 12 Nov 2024 18:22:09 GMT

A minus in front of a figure like that is money that you are owed so when was the account closed ?

Re: Minus figure on bill

A98722 — Tue, 12 Nov 2024 18:27:08 GMT

I assume it was closed when I switched to Glass, which i did via my account, I was already out if contract on the old package

Re: Minus figure on bill

caesarome — Tue, 12 Nov 2024 18:29:55 GMT

It will not be closed unless you have either signed up to another provider that like Sky are in the Openreach network as they would perform a line takeover or you contacted Sky to give 14 days notice to cancel it.

Re: Minus figure on bill

A98722 — Tue, 12 Nov 2024 18:37:38 GMT

So switching from Sky via a satellite to Sky via Glass, through my Sky account doesn't tell Sky I've changed contract?

Plus I got all the 'sorry your leaving us emails, please return our equipment'?

Re: Minus figure on bill

SKY1992bf — Tue, 12 Nov 2024 18:42:53 GMT

@A98722 wrote:
So switching from Sky via a satellite to Sky via Glass, through my Sky account doesn't tell Sky I've changed contract?
Plus I got all the 'sorry your leaving us emails, please return our equipment'?

@A98722 It does but only for tv services and not broadband,your broadband will continue unless you switch internet providers

so have you switched to another internet provider

Re: Minus figure on bill

A98722 — Tue, 12 Nov 2024 18:44:23 GMT

Yes to BT fibre, had the sorry your leaving email about the broadband too, and returned the router ages ago

Re: Minus figure on bill

SKY1992bf — Tue, 12 Nov 2024 18:51:18 GMT

@A98722 wrote:
Yes to BT fibre, had the sorry your leaving email about the broadband too, and returned the router ages ago

@A98722 In that case the credit on your old a count is for overpayments beyond termination dates on your sky Q and sky broadband contracts which you are entitled to have paid back to you

you have correctly received two leaving emails one for sky broadband and one for sky Q

if you want to we can ask the community messaging team to contact you via the forum

Re: Minus figure on bill

A98722 — Tue, 12 Nov 2024 18:53:57 GMT

Thank you, yes please

Re: Minus figure on bill

SKY1992bf — Tue, 12 Nov 2024 18:56:41 GMT

@A98722 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

Re: Minus figure on bill

A98722 — Tue, 12 Nov 2024 19:09:25 GMT

Thank you

Re: Minus figure on bill

A98722 — Thu, 14 Nov 2024 11:16:58 GMT

Should I have heard from someone by now?

Re: Minus figure on bill

SKY1992bf — Thu, 14 Nov 2024 11:26:32 GMT

@A98722 wrote:
Should I have heard from someone by now?

@A98722 Give it until 7pm tonight as that will be 48 hours since the request was issued and post back if you have not heard anything by then and we can re escalate

it is important to remember that whilst we can request invites we cannot guarantee one will be sent that's solely at sky's discretion

Re: Minus figure on bill

A98722 — Thu, 14 Nov 2024 11:27:29 GMT

Ok thanks

Re: Minus figure on bill

caesarome — Thu, 14 Nov 2024 11:56:09 GMT

@A98722 wrote:

Should I have heard from someone by now?

I have escalated your post again so hopefully contact will be made.

Re: Minus figure on bill

Lisa-P1987 — Thu, 14 Nov 2024 12:03:11 GMT

Thanks for escalating this. We’ve sent A98722 an invite to chat.

Re: Minus figure on bill

A98722 — Thu, 14 Nov 2024 13:53:04 GMT

All sorted thank you.

What a nifty way of dealing with things