topic Re: Cancellation refund in Account & Billing

Cancellation refund

SP1996 — Thu, 19 Sep 2024 18:22:20 GMT

When will I get my refund for cancelling? I cancelled my package a couple of months ago. My bill for this month states I have an amount in credit. It has gone past the date I would normally pay my bill therefore past the date I expected to receive my credit.

Re: Cancellation refund

Daniel0210 — Thu, 19 Sep 2024 18:25:11 GMT

@SP1996
Refunds can take up to 6 weeks from your last day of connection providing the payment method is still active on your Sky account. This will take longer if the payment method has been cancelled as Sky will have to manually raise a cheque and post it to you.

If you wish we can help get it refunded within 3-5 working days via the Messaging Team on here. Let us know on this thread if that’s what you want to do.

Re: Cancellation refund

caesarome — Thu, 19 Sep 2024 18:26:09 GMT

If you would like we can alert Sky's messaging team about this as they should be able to issue the refund so let you know if you would like this done and if you do when they make contact via a private message you have 48 hours to start the conversation.

Re: Cancellation refund

SP1996 — Thu, 19 Sep 2024 18:28:59 GMT

Yes please @Daniel0210 can I get in contact with the messaging team please

Re: Cancellation refund

Daniel0210 — Thu, 19 Sep 2024 18:30:10 GMT

@SP1996
I’ll escalate your original post to Sky when it’s more than the obligatory ten minutes old and their Messaging Team should contact you tomorrow.

You need to watch out for a post 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 fairly regularly.

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: Cancellation refund

caesarome — Thu, 19 Sep 2024 18:32:59 GMT

@SP1996

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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:
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.

Re: Cancellation refund

Lisa-P1987 — Fri, 20 Sep 2024 09:19:20 GMT

Thanks for escalating this. We’ve sent SP1996 an invite to chat.

Re: Cancellation refund

SP1996 — Mon, 23 Sep 2024 17:31:06 GMT

Hi I have the chat my details and now it has disappeared and my problem has not been solved

Re: Cancellation refund

caesarome — Mon, 23 Sep 2024 18:13:00 GMT

Did you respnd to the chat when it was sent to you on Friday or by 10.20am Sunday at the latest ?

Re: Cancellation refund

SP1996 — Mon, 23 Sep 2024 18:27:41 GMT

Yes I did as soon as it came up I sent the details it asked for then it said error and then I didn't get a reply.

Re: Cancellation refund

caesarome — Mon, 23 Sep 2024 18:40:01 GMT

I have alerted the messaging team again for you so they should send you another chat invite tomorrow morning.

Re: Cancellation refund

Greenfingers001 — Tue, 24 Sep 2024 08:39:35 GMT

Thanks for escalating this. We’ve sent @SP1996 an invite to chat.

Re: Cancellation refund

GH32 — Mon, 06 Oct 2025 08:45:16 GMT

Hello, I have a credit on my broadband account from 18th August. Do I need to do anything to have this refunded please ?

Re: Cancellation refund

MightyQuinn — Mon, 06 Oct 2025 08:53:18 GMT

@GH32 wrote:
Hello, I have a credit on my broadband account from 18th August. Do I need to do anything to have this refunded please ?

Hi @GH32 I'm afraid that the escalation process from last year (above), is not available at this time. You will need to contact Sky direct.

Re: Cancellation refund

Daniel0210 — Mon, 06 Oct 2025 08:55:29 GMT

@GH32

Refunds normally take about six weeks from the last day of connection but posts on here suggest it's taking longer.

We could normally escalate this to Sky on here via their Messaging Team but as stated already 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. Providing your payment method is still active they should be able to refund it in 3-5 WORKING days.

Re: Cancellation refund

GH32 — Mon, 06 Oct 2025 13:04:49 GMT

Thank you

Re: Cancellation refund

GH32 — Mon, 06 Oct 2025 13:07:27 GMT

Thank you