topic Re: Disorganised & chaotic in Account & Billing

Disorganised & chaotic

JD8530 — Wed, 14 Jan 2026 13:26:13 GMT

I recently moved home. Sky could not have made it more stressful they had tried. And they keep sending messages telling me I will be charged for the equipment I have not returned. I put the hub in the box provided and posted it with proof. I even got a thankyou from Sky to say they could see it had been posted. I have alhad my account stopped because Sky said they couldn't get my Bank to release the funds when Sky were in fact due me £60 from our last property. Couldn't make it up.

Re: Disorganised & chaotic

caesarome — Wed, 14 Jan 2026 13:31:22 GMT

@JD8530

If you have moved home then what services do you cancel if you were due to return equipment to Sky ?

Also have you still got the proof of posting receipt as that will have the tracing details on it.

Re: Disorganised & chaotic

JD8530 — Sun, 18 Jan 2026 00:35:13 GMT

I changed from Q+ To Sky Stream and I was asked to return my Broadband Hub.

I do have proof of postage.

I had paid for the month I moved but only had 7 days use.

Re: Disorganised & chaotic

Chrisee — Sun, 18 Jan 2026 08:29:20 GMT

@JD8530 where home moves and service cancellations are done at the same time there can be confusion shouldn'y happen but occasionally wires get crossed. However a call to Sky normally gets these sorted quite quickly. Lines are open from 8am to 8pm but stay on the line do not accept offers of help from the bot.

Re: Disorganised & chaotic

JD8530 — Sun, 18 Jan 2026 15:10:38 GMT

I would have some sympathy if any single part of my Sky move had been smooth but the hours I spent on the phone doing my best to stay calm and get through the same questions time and time again. Setting the whole thing up again and again.

It is just not good enough that customer service will only pick up if you tell the 'Bot" that you want to cancel.