topic Re: How to get a refund for credit on my account? in Account & Billing

How to get a refund for credit on my account?

Tobes — Mon, 10 Mar 2025 16:43:48 GMT

Hi, I moved my broadband away from Sky and and there is credit on my account which I want refunded.

Can the messaging team please help me?

Thanks

Re: How to get a refund for credit on my account?

Daniel0210 — Mon, 10 Mar 2025 16:44:55 GMT

@Tobes
Refunds usually take about 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take even longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but before we can escalate it to Sky please confirm in your reply whether the payment method is still active.

Re: How to get a refund for credit on my account?

Tobes — Mon, 10 Mar 2025 16:55:42 GMT

The payment method is still active. Can I get the messaging team to help get the refund please?

Thanks

Re: How to get a refund for credit on my account?

caesarome — Mon, 10 Mar 2025 17:02:55 GMT

@Tobes

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.

Re: How to get a refund for credit on my account?

Greenfingers001 — Mon, 10 Mar 2025 17:25:23 GMT

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

Re: How to get a refund for credit on my account?

Cbow — Wed, 03 Sep 2025 15:36:42 GMT

I took have left sky 3 months ago and have not received a refund of credit due. Please can you help

Re: How to get a refund for credit on my account?

Daniel0210 — Wed, 03 Sep 2025 15:44:25 GMT

@Cbow

As you've gathered the refunds seem to be taking longer than the usual 6 weeks from the last day of connection.

We could normally escalate this to Sky on here via their Messaging Team but unfortunately the process is currently switched off and we don't know when it'll return.

At present you will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps. When calling saying nothing when asked the reason for your call usually helps in getting put in the queue.

Re: How to get a refund for credit on my account?

caesarome — Wed, 03 Sep 2025 15:39:16 GMT

@Cbow

We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295