topic Re: Credit refund in Account & Billing

Credit refund

Hera17 — Wed, 03 Jun 2026 11:05:51 GMT

My balance is in credit and I've moved to another broadband. How I can get those money?

Re: Credit refund

GD1 — Wed, 03 Jun 2026 11:08:06 GMT

@Hera17 Did you leave your payment method in place? If so we can ask the community messaging team to help with the refund.

Re: Credit refund

Hera17 — Wed, 03 Jun 2026 11:11:53 GMT

No, my direct dabit has been cancelled

Re: Credit refund

Daniel0210 — Wed, 03 Jun 2026 11:13:51 GMT

@Hera17

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. Let us know if you still want your post to be escalated.

Re: Credit refund

Hera17 — Wed, 03 Jun 2026 11:15:30 GMT

The only option to get in touch with the team is via phone call?

Re: Credit refund

Daniel0210 — Wed, 03 Jun 2026 11:17:24 GMT

@Hera17

No. A private chat would be arranged on here.

Re: Credit refund

Hera17 — Wed, 03 Jun 2026 11:26:19 GMT

Thank you. I will wait for the private chat then

Re: Credit refund

Daniel0210 — Wed, 03 Jun 2026 11:29:51 GMT

@Hera17

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: Credit refund

lainys — Wed, 03 Jun 2026 12:08:30 GMT

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

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