topic Re: Request refund for poor broadband in Account & Billing

Request refund for poor broadband

Juju95 — Tue, 28 Apr 2026 09:34:33 GMT

Hi, I am looking to request a refund for (very) poor broadband services going back to June 2025 (involving numerous unsuccessful openreach visits and an unsuccessful contract termination process), I would like to know who I can contact for this. I am not the original account holder, however I can include them in the process if necessary.

Cheers!

Re: Request refund for poor broadband

caesarome — Tue, 28 Apr 2026 09:38:14 GMT

@Juju95 wrote:

I am not the original account holder

As you are not he account holder then you can not do anything as it is only the person that is can contact Sky or put in a complaint about your issues.

Re: Request refund for poor broadband

Daniel0210 — Tue, 28 Apr 2026 09:39:34 GMT

@Juju95 wrote:

I am not the original account holder,

@Juju95
This is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

Not sure what you mean by "not the original account holder".

Re: Request refund for poor broadband

Juju95 — Tue, 28 Apr 2026 09:48:53 GMT

I am taking this action on their behalf and with their permission which is perfectly fine, I just need to know who can be contacted in order to resolve this issue. Ideally I can do it myself and simply include them in the process to affirm their permission, since I am the one who has been making the payments over the last year (they left the flat 6 years ago and only recently were we able to find them and through them terminate the contract). If I cannot, I will let them contact directly, either way we need a point of contact.

Asking them to post the same question purely for form seems redundant to me and I would like to terminate any dealings with Sky sooner rather than later.

Re: Request refund for poor broadband

Mark39 — Tue, 28 Apr 2026 10:05:37 GMT

@Juju95 the fact that you pay is irrelevant, I'm afraid, if the account is in someone else's name.

Sky have an automatic compensation scheme agreed with Openreach, but it only provides compensation for total failure.

https://www.sky.com/help/articles/auto-compensation

Re: Request refund for poor broadband

Juju95 — Tue, 28 Apr 2026 11:26:16 GMT

Then I will ask the original account holder to copy paste the original message in a new post shortly, well done.

Re: Request refund for poor broadband

Daniel0210 — Tue, 28 Apr 2026 11:32:41 GMT

@Juju95

It's pointless them posting. The account holder needs to contact Sky or make a complaint, (after which Sky have up to 8 weeks to resolve it.)

Re: Request refund for poor broadband

Juju95 — Tue, 28 Apr 2026 13:13:41 GMT

Then I will circle back to my original question. I am not here to contact Sky, I am here to ask HOW to contact Sky with the complaint/request. Does the account holder send an email with all the evidence, is it a specific phone number, is there a button the Sky dashboard that I overlooked?

Google told me to either use the Chatbot (got nowhere), call [Removed] (that will take forever), or post on this forum. Looks like the phone number is the only option left, but ideally there is a specific email address the original account holder can use.

Moderator notes: Removed phone number

Re: Request refund for poor broadband

SKY1992bf — Tue, 28 Apr 2026 11:47:23 GMT

@Juju95 The actual account holder needs to follow the process as described on the link below

https://www.sky.com/help/articles/how-to-make-a-complaint