topic Re: Balance in Credit - How do I get a refund? in Account & Billing

Balance in Credit - How do I get a refund?

Dkp1 — Thu, 13 Mar 2025 11:28:59 GMT

Goo afternoon,

I cancelled my contract last month and I am subsequently in credit by £78.00.

The sky team on the phone said to contact you to claim that credit back.

Please advise.

Thank you.

Re: Balance in Credit - How do I get a refund?

Invisiblename — Thu, 13 Mar 2025 11:30:06 GMT

@Dkp1 wrote:
Goo afternoon,

I cancelled my contract last month and I am subsequently in credit by £78.00.

The sky team on the phone said to contact you to claim that credit back.

Please advise.

Thank you.

Not sure who "you" is, but it is certainly not your fellow customers on this forum. Suggest you need to phone Sky

Re: Balance in Credit - How do I get a refund?

Daniel0210 — Thu, 13 Mar 2025 11:30:54 GMT

@Dkp1
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 it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Balance in Credit - How do I get a refund?

Dkp1 — Thu, 13 Mar 2025 12:02:56 GMT

@Daniel0210 wrote:
@Dkp1
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 it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Thanks for your swift reply.

It is indeed £78.00 in credit (owed back to me).

I cancelled my direct debit to sky after I paid my last bill. If it is easier and quicker to re-set the payment method, that's fine.

Thank you.

Re: Balance in Credit - How do I get a refund?

Daniel0210 — Thu, 13 Mar 2025 12:06:17 GMT

@Dkp1

To see if they can help you 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: Balance in Credit - How do I get a refund?

Greenfingers001 — Thu, 13 Mar 2025 12:12:11 GMT

vThanks for escalating this. We’ve sent @Dkp1 an invite to chat.

Re: Balance in Credit - How do I get a refund?

deliamuir86 — Thu, 19 Jun 2025 11:35:53 GMT

Hi, I have a credit balance on my broadband account. The payment method is still active. Please can I get a refund?

Re: Balance in Credit - How do I get a refund?

Daniel0210 — Thu, 19 Jun 2025 11:37:21 GMT

@deliamuir86

Is this credit because youve recently cancelled the subscription?

Re: Balance in Credit - How do I get a refund?

deliamuir86 — Thu, 19 Jun 2025 11:45:17 GMT

Yes, cancelled in May.

Re: Balance in Credit - How do I get a refund?

Daniel0210 — Thu, 19 Jun 2025 11:50:09 GMT

@deliamuir86
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: Balance in Credit - How do I get a refund?

Addie15 — Thu, 19 Jun 2025 11:59:56 GMT

Hi there! Thank you for escalating this. We have sent an invite to @deliamuir86.

Re: Balance in Credit - How do I get a refund?

BC18 — Fri, 06 Feb 2026 14:35:41 GMT

Hi Sky - I'm having the same issue.

My account is in credit £81.29 which I'd like returned to my bank.

Could I please get in contact with someone who can organise this for me?

Thanks

Re: Balance in Credit - How do I get a refund?

SKY1992bf — Fri, 06 Feb 2026 14:36:41 GMT

@BC18 We can get you some help here look out for a further reply to this thread in about 10 minutes

Re: Balance in Credit - How do I get a refund?

SKY1992bf — Fri, 06 Feb 2026 14:55:44 GMT

@BC18 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/My-post-has-been-escalated/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: Balance in Credit - How do I get a refund?

Brill+Gill — Fri, 06 Feb 2026 15:33:24 GMT

Hi @SKY1992bf, thanks for escalating this. We’ve sent @BC18 an invite to chat.

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

Re: Balance in Credit - How do I get a refund?

Ihor3 — Thu, 19 Mar 2026 19:48:39 GMT

Hi, I have a credit balance on my broadband account. The payment method is still active. Can it be refund?

Re: Balance in Credit - How do I get a refund?

caesarome — Thu, 19 Mar 2026 19:56:55 GMT

@Ihor3

Can you say what this cred is from, so have you left Sky Broadband ?

Re: Balance in Credit - How do I get a refund?

Ihor3 — Thu, 19 Mar 2026 20:05:23 GMT

Yes, I cancelled my contract last month and at that moment I am subsequently in credit by £170.02

Re: Balance in Credit - How do I get a refund?

caesarome — Thu, 19 Mar 2026 20:20:09 GMT

@Ihor3

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, so if the bubble hasn't appeared by 9pm it will be tomorrow that they will contact you by it:

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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Balance in Credit - How do I get a refund?

Brill+Gill — Thu, 19 Mar 2026 20:21:04 GMT

Thanks for escalating this @caesarome. We’ve sent @Ihor3 an invite to chat.

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