topic Re: Credit refund in Account & Billing

Credit refund

Samuel612 — Mon, 02 Jun 2025 18:14:26 GMT

Hello,

I canceled my Sky broadband and switched providers and I returned all equipment since March/April. However, Sky did not issue any final bill neither have they refunded my credt of £21.15, for over 3 months now.

Can anyone help please, I’d appreciate any help in getting my credit refund.

Thanks.

Re: Credit refund

caesarome — Mon, 02 Jun 2025 18:18:23 GMT

@Samuel612

Can you confirm that you see this credit on your account and that your payment method is still active on your account so that the refund can be issued via it.

Re: Credit refund

Samuel612 — Mon, 02 Jun 2025 18:24:59 GMT

Thank you for your prompt response. I can see the credit on my account at -£21.15, and predicted bills at 0.00. I suppose this suggests my payment method is still active too.

Re: Credit refund

GD1 — Mon, 02 Jun 2025 18:27:15 GMT

@Samuel612 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Credit refund

Lisa-P1987 — Tue, 03 Jun 2025 08:33:47 GMT

Thanks for escalating this. We’ve sent Samuel612 an invite to chat.

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

Re: Credit refund

Samuel612 — Tue, 03 Jun 2025 08:40:48 GMT

Thanks Lisa - I am on the chat box but no response yet from sky agent.

Re: Credit refund

Daniel0210 — Tue, 03 Jun 2025 08:42:10 GMT

@Samuel612
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: Credit refund

Lisa-P1987 — Tue, 03 Jun 2025 09:27:23 GMT

Update - we have spoken to the customer and processed the refund 🙂