topic Re: Refund from closed broadband account in Account & Billing

Refund from closed broadband account

Nathlaie — Fri, 13 Feb 2026 12:20:50 GMT

Hello,

My SKY broadband account is closed more than 2 months. The equipment has been returned without any delay. I received the confirmation it has been received. My account is indicating a credit balance of 79.80 EUR.

How can I request the refund ?

Re: Refund from closed broadband account

caesarome — Fri, 13 Feb 2026 12:23:40 GMT

@Nathlaie

Is your payment details still in place ?

Re: Refund from closed broadband account

Nathlaie — Sat, 14 Feb 2026 07:44:52 GMT

Hello, how can I check if my payment plan is still in place ?

In Bills & Payments"There are ni charges on your bill this month as you have no active subscriptions"

In service checker :"Your broadband isn't with us"

Thank you for help regarding the refund of the credit balance

Re: Refund from closed broadband account

GD1 — Sat, 14 Feb 2026 08:26:28 GMT

@Nathlaie wrote:

Hello, how can I check if my payment plan is still in place ?

In Bills & Payments"There are ni charges on your bill this month as you have no active subscriptions"

In service checker :"Your broadband isn't with us"

Thank you for help regarding the refund of the credit balance

You need tomcheck your bank to see if there is a direct debit still setup.

Re: Refund from closed broadband account

Nathlaie — Sat, 14 Feb 2026 08:40:33 GMT

The direct debit with SKY is no longer active

Re: Refund from closed broadband account

caesarome — Sat, 14 Feb 2026 09:35:10 GMT

@Nathlaie

The refund would have to be sent to you via a cheque which can take a good while to be issued.

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: Refund from closed broadband account

Nathlaie — Sun, 15 Feb 2026 00:19:38 GMT

It sounds very complicated. If my account was in debit, SKY would have debited the amount due. My account is in credit I have to go through all these steps ? Not impressed with your service

Re: Refund from closed broadband account

Daniel0210 — Sun, 15 Feb 2026 05:18:19 GMT

@Nathlaie wrote:

Not impressed with your service

@Nathlaie
Not our service. You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers. You need to chat with a member of the Escalation Team when the invite arrives.

Re: Refund from closed broadband account

Mark39 — Sun, 15 Feb 2026 08:13:41 GMT

@Nathlaie you haven't helped yourself by cancelling your direct debit. If using the chat service is too complicated for you, by all means call.

Re: Refund from closed broadband account

LJB-C — Sun, 15 Feb 2026 09:57:12 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.

Re: Refund from closed broadband account

Nathlaie — Sun, 15 Feb 2026 17:45:39 GMT

Hello Mark,

can you please give a number to call ?

Thank you

Re: Refund from closed broadband account

Daniel0210 — Sun, 15 Feb 2026 17:50:01 GMT

@Nathlaie

You don't need to call. You've received an invite at 0957 to chat to the Community Messaging Team on here.

Re: Refund from closed broadband account

caesarome — Sun, 15 Feb 2026 19:20:43 GMT

@Nathlaie

As per my previous post you should see a chat bubble at the bottom of the page to speak to the messaging team at Sky about this.

Re: Refund from closed broadband account

Nathlaie — Mon, 16 Feb 2026 21:38:50 GMT

@Mark39 when switching internet provider, direct debit are stopped when switching with the "old" internet provider and set up with the new provider.

The same process works with Sky when signing new customers.

The issue is when a customer is in credit, and moved on to a different provider. Sky makes it difficult to get the refund.

I didn't stop the direct debit. I moved on to a different provider who handled the switch for me.

I always paid my bills on time and expect a refund when my account is in credit.

Re: Refund from closed broadband account

Mark39 — Mon, 16 Feb 2026 23:30:05 GMT

@Nathlaie wrote:

@Mark39 when switching internet provider, direct debit are stopped when switching with the "old" internet provider and set up with the new provider.

Stopped, yes. Cancelled, no.

Re: Refund from closed broadband account

Nathlaie — Mon, 16 Feb 2026 23:45:39 GMT

Hello, I would prefer receiving a cheque for the refund I am due.

Could you please confirm ?

KInd regards,

Nathalie

Re: Refund from closed broadband account

Daniel0210 — Tue, 17 Feb 2026 05:13:26 GMT

@Nathlaie

You need to explain that to Sky, through the chat with the Escalation Team if it's still active.

Re: Refund from closed broadband account

Nathlaie — Wed, 18 Feb 2026 21:59:23 GMT

Hello, could i please a cheque for the amount in credit on my account ?

Nathalie

Re: Refund from closed broadband account

caesarome — Wed, 18 Feb 2026 22:01:48 GMT

@Nathlaie

@Daniel0210 did already explain to you that you need to do this via the chat invite you were sent, otherwise you will have to call Sky.

Re: Refund from closed broadband account

Mark39 — Wed, 18 Feb 2026 22:31:39 GMT

@Nathlaie wrote:

Hello, could i please a cheque for the amount in credit on my account ?

Nathalie

It looks like you've missed the opportunity to request this from Sky during the 48 hours the messaging team were waiting to chat with you. Best now to call Sky.