topic Re: Outstanding credit on account in Account & Billing

Outstanding credit on account

XciteUK86 — Mon, 01 Jun 2026 09:27:27 GMT

I cancelled my broadband in April and have an outstanding credit on my account. I'm unable to ring Sky to get this refunded, how else can this be arranged? I'm not sure why this isn't done automatically?

Re: Outstanding credit on account

Daniel0210 — Mon, 01 Jun 2026 09:33:40 GMT

It it usually done automatically @XciteUK86

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

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

Before we can escalate it to Sky please confirm in your reply if the payment method is still active.

If you’ve already cancelled your payment method Sky can reinstate it, or get a back office team to raise a cheque to post to you but that obviously takes a lot longer.

Re: Outstanding credit on account

XciteUK86 — Mon, 01 Jun 2026 10:17:52 GMT

Thanks for the fast reply! Yes, if you could escalate it to the team, I'd really appreciate it. The payment method is still showing as active in my banking app so we should be all good. Thanks again!

Re: Outstanding credit on account

Daniel0210 — Mon, 01 Jun 2026 10:19:39 GMT

@XciteUK86
I’ve escalated your post to Sky and staff from 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: Outstanding credit on account

Jason- — Mon, 01 Jun 2026 12:16:19 GMT

Hello @Daniel0210, thanks for making us aware of @XciteUK86's post. I'll drop them an invite now and we can help with this refund request.

Thanks, Jason-