topic Re: Mobile bill question in Account & Billing

Mobile bill question

Oldskooll74 — Thu, 05 Feb 2026 22:34:04 GMT

Ivecpaidcmy bill on my card in full and it says im in credit for full amount but sky are telling me I need to pay my bill to keep my service but I've already paid it. Don't understand it

Re: Mobile bill question

PandJ2020 — Thu, 05 Feb 2026 22:45:39 GMT

Because the manual payment you've made (unnecessarily) is a credit against next month's bill and not the current bill.

The manual payment was too late to stop the automated collection.

Re: Mobile bill question

Daniel0210 — Fri, 06 Feb 2026 05:01:54 GMT

@Oldskooll74
As @PandJ2020 has pointed out it seems like you’ve made an unnecessary manual payment. The T's and C's state you should have a direct debit or continuous card payment method set up. You therefore never need to make a manual payment.

Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months 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, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through the Community Messaging Team on here. Let us know on this thread if you want to do that,

Re: Mobile bill question

Oldskooll74 — Tue, 10 Feb 2026 09:02:08 GMT

Thanks for replies.

Please could you help me to get the money refunded back to my account like you said. That would be great.

Re: Mobile bill question

caesarome — Tue, 10 Feb 2026 09:30:26 GMT

@Oldskooll74

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Mobile bill question

TSMandez — Tue, 10 Feb 2026 10:08:41 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.