topic Re: Credit balance in Account & Billing

Credit balance

EllieMajor — Sat, 01 Nov 2025 05:40:17 GMT

Hello I have a question and I've been trying to get through to a member of sky team because I cannot ring out at the moment on my phone so I can't ring them up, It looks like I've paid to much on my sky bill broadband and now I have £54 saying credit or help towards nexts bill, but I'm trying to get help to see if I can get what I've obviously paid to much refunded back to me instead of using it for my nexts sky bill, So please can someone help me?

Re: Credit balance

caesarome — Sat, 01 Nov 2025 05:50:59 GMT

@EllieMajor

If you have been making manual payments then this is why you are seeing this credit on your bill as the payments you are making are not paying the bill but instead going on as a credit as Sky will be taking the payment via whatever payment method you have setup on your account so if this is the case you do not need to make any manual payments.

You can either leave the credit in place so it will be used to pay your next bill or you can contact Sky to ask them to refund it back to you which you can only do when the phone lines open in a few hours.

Re: Credit balance

Daniel0210 — Sat, 01 Nov 2025 05:52:24 GMT

@EllieMajor

So it looks like you've made an unnecessary manual payment.

If you have a continuous payment method set up (which the T's and C's state you should have), you never need to make a manual payment. Once the original planned payment has been processed a credit should appear on your Sky account for the amount you have overpaid.

This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, contact Sky who can arrange a refund within the standard 3-5 working days. We used to escalate this to the Messaging Team on here but unfortunately that process is not currently available. Either call, use Sky Assistant or perhaps use social media to initially make contact.

Re: Credit balance

EllieMajor — Sat, 01 Nov 2025 05:56:30 GMT

Hello,

I have made the right amount to my Sky Broadband but I think I went over the top and I paid too much as I've just checked it and I tried going online to talk to somebody and that was useless and I can't ring up because I can't and I don't have any services on my phone all I want is a refund

Re: Credit balance

EllieMajor — Sat, 01 Nov 2025 06:04:01 GMT

Please can someone help me with this further please

Re: Credit balance

Daniel0210 — Sat, 01 Nov 2025 06:07:18 GMT

@EllieMajor

As already stated above

@Daniel0210 wrote:

@EllieMajor Either call, use Sky Assistant or perhaps use social media to initially make contact.

The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

Re: Credit balance

EllieMajor — Sat, 01 Nov 2025 06:19:26 GMT

Well I can't call them I've tried 150 because I'm with 3 Mobile I'm cut of from making calls and receiving texts and calls so I'm screwed and I've tried going online to someone chat wise and everytime I've tried to ask to speak to member of the sky team it doesn't work and they keep giving me options and I keep saying the same thing that I need to talk to member of the team and I'm going back and forward and not getting anywhere,