topic Credit Refund in Account & Billing

Credit Refund

WillDownes — Mon, 02 Mar 2026 09:56:34 GMT

I have been waiting a credit refund since December. I checked forums to see that it can take up to 6 weeks but it's been longer and I still haven't received the money automatically. On the My Sky app it says it will be taken from my next bill but I switched broadband in December.

Re: Credit Refund

caesarome — Mon, 02 Mar 2026 10:14:52 GMT

@WillDownes

Is your payment method still in place ?

Re: Credit Refund

WillDownes — Mon, 02 Mar 2026 13:54:38 GMT

Yes my direct debit is still in place.

Re: Credit Refund

caesarome — Mon, 02 Mar 2026 15:56:36 GMT

@WillDownes

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: Credit Refund

LJB-C — Mon, 02 Mar 2026 16:36:11 GMT

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

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

Re: Credit Refund

Jason- — Thu, 05 Mar 2026 15:34:25 GMT

Just to confirm that I've had a chat with @WillDownes and this is all sorted now 👍🏻

Cheers, Jason-