topic Re: Refunds in Account & Billing

Refunds

Kimmy80 — Sat, 04 Apr 2026 11:20:15 GMT

I have ended my broadband contract but they have still taken the money for the month ahead even though I spoke to them 3 weeks before my move. No chat available anymore which is ridiculous and phoning takes so long and costs money!

Re: Refunds

Daniel0210 — Sat, 04 Apr 2026 11:26:14 GMT

@Kimmy80

Billing continues as normal throughout the notice period so it's quite normal for another payment to be taken.

Refunds after cancelling should take about 6 weeks from your last day of connection however posts here do suggest it’s taking longer.

We can potentially 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.

Note: [The same applies if you’ve moved address since cancelling and you’ve had an email from Sky about posting a cheque to you. They can either reinstate your payment method to refund you in 3-5 working days or arrange a back office team to send out a cheque to your new address which will take much longer].

Before we can escalate it to Sky please confirm in your reply that…it’s still currently showing as a credit on your Sky account, if the payment method is still active and if the payment method has been cancelled whether you’ve moved address since leaving.

Re: Refunds

Kimmy80 — Sat, 04 Apr 2026 12:58:52 GMT

Yes please if we can escalate it. Doesn't seem very fair that they still take your money when they know you're not using the service anymore and it takes up to 6 weeks fpr a refund. There is currently a credit showing on my account.

Thanks for your help, most appreciated.

Re: Refunds

Daniel0210 — Sat, 04 Apr 2026 13:03:40 GMT

@Kimmy80
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

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: Refunds

J_ham — Sat, 04 Apr 2026 13:12:24 GMT

Thanks @Daniel0210 for escalating this. We’ve sent @Kimmy80 an invite to chat.

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