topic Re: Refund after cancellation in Account & Billing

Refund after cancellation

Michou062 — Mon, 28 Apr 2025 11:44:54 GMT

I cancelled Sky Broadband in March. All equipment was returned and this was acknowledged by Sky. I have a credit on my account. I have not yet received a refund. When can this be expected?

Re: Refund after cancellation

Daniel0210 — Mon, 28 Apr 2025 11:49:21 GMT

@Michou062
Refunds should take about 6 weeks from your last day of connection (but do appear to be taking longer in some cases), 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 you’ve cancelled the payment method 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.

NOTE:

Due to reported technical issues we've been requested not to escalate posts to the Messaging Team for the time being. For the same reason the contact centres are closed and when they return they'll obviously be very busy so post on this thread again tomorrow and we can probably escalate it for you.

If we can escalate it later today l'll do that, if I can find your post again.

Re: Refund after cancellation

Michou062 — Mon, 28 Apr 2025 11:52:09 GMT

Thanks for the quick reply.

I'd like to escalate it if possible. Many thanks for your help.

Re: Refund after cancellation

Michou062 — Mon, 28 Apr 2025 11:52:55 GMT

Sorry, I forgot to say the payment method is still active.

Re: Refund after cancellation

caesarome — Mon, 28 Apr 2025 12:13:36 GMT

@Michou062

Due to an ongoing fault your post can't be escalated at present but as soon as this has been fixed we will post back here to let you know when we have escalated your post.

Re: Refund after cancellation

Daniel0210 — Mon, 28 Apr 2025 14:39:18 GMT

@Michou062

We've been told the technical issues are resolved so I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

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

Re: Refund after cancellation

Mr+Flibbles+86 — Mon, 28 Apr 2025 14:43:29 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.