topic Re: It's a mess in Account & Billing

It's a mess

Problems3 — Fri, 09 Jan 2026 17:01:54 GMT

I was without a working phone line since around 14 October 2025. Despite following all the tips and eventually speaking to someone on 30 October 2025 it wasn't resolved. I was just told it was a main line issue but no help or compensation was offered. I mentioned an offer of full fibre on 17 October as a vip customer but gentleman had no record.

I decided reluctantly to move to bt/ee and a date was agreed as 21 November.

I received my final bill but still being changed for a working phone line I didn't have and have a credit which they say is being set off against future bills which there won't be.

Any help is appreciated.

Re: It's a mess

caesarome — Fri, 09 Jan 2026 17:09:47 GMT

@Problems3 wrote:

I received my final bill but still being changed for a working phone line I didn't have and have a credit which they say is being set off against future bills which there won't be.

Any help is appreciated.

@Problems3

Are you still being charged for the phone line, if not you will need to call Sky to get the credit refunded.

Re: It's a mess

Problems3 — Fri, 09 Jan 2026 17:16:58 GMT

I was still being charged upto the 21 November 2025. Getting through to sky is virtually impossible although no phone line as detailed above.