topic Broadband in Account & Billing

Broadband

SH2504 — Fri, 16 Jan 2026 13:17:32 GMT

I've cancelled sky broadband and moved to plusnet.
however my bill says I'm £36.40 in credit and will be used on the next bill.
There will be no next bill because I cancelled.
how do I get my money back.

Re: Broadband

Daniel0210 — Fri, 16 Jan 2026 13:20:34 GMT

@SH2504

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

We used to escalate this to Sky on here via their Community Messaging Team but unfortunateky that process has been unavallable since the summer and we don't know when it'll return.

If you don't want to wait you will need to contact Sky and speak to an agent by other means; either by calling, or initially through Sky Assistant or via social media, Providing your payment method is still active they should then be able to refund it in 3-5 WORKING days.

Re: Broadband

caesarome — Fri, 16 Jan 2026 13:20:50 GMT

@SH2504

We could usually help you via here by escalating your post to Sky about this but this has not been available for a while now so you will have to contact them yourself so the number might be visible at the end of the help flow:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295