topic Re: Broadband Refund Request in Account & Billing

Broadband Refund Request

TonyMSS — Fri, 30 Jan 2026 17:39:42 GMT

Hi, I switched broadband providers in early December, and my Sky account is now in credit. A bill issued in January states that "Credit goes towards paying your next bill(s)", which obviously is not going to happen.

Can I request for the Sky messaging team to contact me for a refund to be processed? It has been more than 6 weeks since disconnection date and the payment method is still active on my account.

Many Thanks,

Tony

Re: Broadband Refund Request

Daniel0210 — Fri, 30 Jan 2026 17:48:15 GMT

@TonyMSS
We’ve been asked to wait at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point and their Community Messaging Team should contact you later or tomorrow.

Look out for a post on this thread 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 periodically.

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: Broadband Refund Request

Sky_Gee — Fri, 30 Jan 2026 19:36:02 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.