topic Re: Balance repay in Account & Billing

Balance repay

WynQuay — Tue, 24 Feb 2026 12:23:59 GMT

I am owed a refund. Please repay me

Re: Balance repay

Daniel0210 — Tue, 24 Feb 2026 12:31:48 GMT

@WynQuay
You may not be aware but you haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Can we ask what the refunds for as it'll influence our reply?

Re: Balance repay

WynQuay — Tue, 24 Feb 2026 16:41:17 GMT

There is a balance on my account after cancelling the service. It is a prepayment for broadband which then gave me a refund

Re: Balance repay

Daniel0210 — Tue, 24 Feb 2026 16:43:55 GMT

@WynQuay
Refunds seem to be taking a bit longer than the usual 6 weeks from your last day of connection.

We can help get it refunded within 3-5 working days via the Community Messaging Team on here if you wish. Let us know on this thread if you want to do that.

If however your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so that will take much longer.

Before we can escalate it to Sky please confirm in your reply that it’s currently showing as a credit on your Sky account and if the payment method is still active.

Re: Balance repay

WynQuay — Tue, 24 Feb 2026 20:47:21 GMT

Yes it is a credit balance

The payment would need to be by cheque as DD stopped

Re: Balance repay

Daniel0210 — Tue, 24 Feb 2026 20:51:33 GMT

@WynQuay
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you (almost certainly tomorrow now).

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: Balance repay

Brill+Gill — Wed, 25 Feb 2026 08:27:43 GMT

Hi @Daniel0210, thanks for escalating this. We’ve sent @WynQuay an invite to chat.

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