topic Re: Refund on a closed broadband account in Account & Billing

Refund on a closed broadband account

amack — Fri, 10 Apr 2026 08:12:19 GMT

I switched broadband provider from Sky but I see they still took out a direct debit and now my account with Sky is in credit.

I need to close the bank account associated with the sky direct debits so would like to get it refunded asap.

anyone know the phone number to call to get the credit refunded?

thanks

Re: Refund on a closed broadband account

caesarome — Fri, 10 Apr 2026 08:39:33 GMT

@amack

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 on a closed broadband account

LJB-C — Fri, 10 Apr 2026 08:55:16 GMT

Good morning 👋🏼Thanks for escalating this @caesarome. We’ve sent @amack an invite to chat.

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

Re: Refund on a closed broadband account

Clarabell55 — Sun, 12 Apr 2026 19:18:16 GMT

I have the same problem

Re: Refund on a closed broadband account

Daniel0210 — Sun, 12 Apr 2026 19:21:07 GMT

@Clarabell55
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. The team 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 obviously 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: Refund on a closed broadband account

Clarabell55 — Sun, 12 Apr 2026 19:30:07 GMT

Credit is showing

payment active

no address change

switched provider march 6th

Re: Refund on a closed broadband account

Daniel0210 — Sun, 12 Apr 2026 19:31:45 GMT

@Clarabell55
To see if they can help you I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later or maybe 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: Refund on a closed broadband account

LauraMac38 — Sun, 12 Apr 2026 19:33:25 GMT

Hi,

@Daniel0210 thanks for escalating this. We’ve sent @Clarabell55 an invite to chat.

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

Re: Refund on a closed broadband account

amack — Tue, 14 Apr 2026 11:31:04 GMT

Thanks for helping

Re: Refund on a closed broadband account

Clarabell55 — Mon, 04 May 2026 08:02:12 GMT

What is the status on my refund please

Re: Refund on a closed broadband account

caesarome — Mon, 04 May 2026 08:29:56 GMT

@Clarabell55

Did you respond to the chat invite that was sent to you last month ?

Re: Refund on a closed broadband account

Clarabell55 — Mon, 04 May 2026 11:48:42 GMT

Yes but no response

Re: Refund on a closed broadband account

caesarome — Mon, 04 May 2026 12:01:45 GMT

@Clarabell55

I have escalated your post again so same as last month so look out for the chat bubble.

Re: Refund on a closed broadband account

Clarabell55 — Fri, 22 May 2026 06:18:44 GMT

I haven't resolved this yet

Re: Refund on a closed broadband account

Daniel0210 — Fri, 22 May 2026 06:36:19 GMT

@Clarabell55

What was the result of your second escalation chat?