topic Re: Sky switching credit in Account & Billing

Sky switching credit

Needinfo12 — Tue, 14 Jan 2025 00:28:12 GMT

Has anyone not been given the full switch promise, I sent a bill with etc of £200 to only receive £100 even though both tv and broadband was switched. I want to escalate this and wondered if others have had the same issue

Re: Sky switching credit

Lisa-P1987 — Tue, 14 Jan 2025 10:35:29 GMT

Hi there, 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: Sky switching credit

Lisa-P1987 — Thu, 16 Jan 2025 11:29:51 GMT

We are still looking to help you. 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: Sky switching credit

SageLine50 — Sun, 16 Feb 2025 09:56:56 GMT

Hi,

I am suffering the same problem. Did you get yours resolved?

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 10:01:07 GMT

No never resolved, lost faith in sky now with broken promises

Re: Sky switching credit

Mark39 — Sun, 16 Feb 2025 10:09:35 GMT

@Needinfo12 wrote:

No never resolved, lost faith in sky now with broken promises

You didn't take advantage of the online chat offered by Sky. Did you follow it up with them directly? What did they say?

Re: Sky switching credit

SageLine50 — Sun, 16 Feb 2025 10:12:28 GMT

Ddn't want to converse with a computer. Have been in email correspondence with the switch team ( now at 6 emails) and am now emailing the agent who dealt with the original contract at a local Sky pop -up store.

Re: Sky switching credit

caesarome — Sun, 16 Feb 2025 10:15:05 GMT

@SageLine50 wrote:

Ddn't want to converse with a computer

You wouldn't have been as the messaging team is managed by humans that work for Sky.

Hopefully the switching team will get to the bottom of what has happened and will sort it for you.

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 10:21:04 GMT

Spoke with sky complaints via email, sent all attachments of bill and promises on thier website only option now is to escalate to financial ombudsman now

Re: Sky switching credit

MightyQuinn — Sun, 16 Feb 2025 11:04:05 GMT

Hi @Needinfo12 Have you got a deadlock letter? Required before you can take up your complaint with any ombudsman or you have to wait for 8 weeks.

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 11:21:01 GMT

They said they can't do anymore and informed me I could take it further if I wish thank you for your advise

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 11:22:08 GMT

A private chat was never invited to me

Re: Sky switching credit

SageLine50 — Sun, 16 Feb 2025 11:43:17 GMT

Hi there,

I am amazed and delighted to say that my credit has just come through on my next predicted bill.

I think a combination of persevering with the emails to Switch Credit, being involved in the Community chat (it must be being viewed !) and emailing direct to the agent who originally set up the contract, have finally pushed Sky to sorting it out.

I am grateful that I found your chat and I sincerely hope that you can get your problem resolved.

Re: Sky switching credit

caesarome — Sun, 16 Feb 2025 12:03:43 GMT

@Needinfo12 wrote:

A private chat was never invited to me

@Needinfo12

It looks like it might have been sent to you back on the 14/15th January so do you want to try again with the chat team via here ?

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 12:23:31 GMT

Can do though i can't see it changing anything as email thread hasn't changed anything via complaints emails

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 12:24:40 GMT

That's amazing there's hope for me yet 🤞 well done 👏

Re: Sky switching credit

caesarome — Sun, 16 Feb 2025 12:28:19 GMT

@Needinfo12

To get you some help with this 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 may not be instant.

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Re: Sky switching credit

Addie15 — Sun, 16 Feb 2025 12:44:05 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Needinfo12.

Re: Sky switching credit

Needinfo12 — Sun, 16 Feb 2025 15:33:18 GMT

No resolution, unfortunately escalation is the only option now 😞

Re: Sky switching credit

Samraj — Mon, 17 Feb 2025 12:06:51 GMT

Hey, @Needinfo12 👋🏽

You can find all the information for switching to Sky TV and Sky Broadband here!

It includes contact details for if you haven't been credited within 14 days.

Hope this helps 👍🏽