topic Re: Credit from broadband in Account & Billing

Credit from broadband

G_S16 — Sat, 20 Jun 2026 07:06:31 GMT

I have cancelled my broadband over 30 days ago , there is credit in my account. When will the credit get processed ?

Re: Credit from broadband

Daniel0210 — Sat, 20 Jun 2026 07:10:58 GMT

@G_S16
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 that:
▪️it’s still currently showing as a credit on your Sky account and,
▪️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: Credit from broadband

G_S16 — Sat, 20 Jun 2026 13:57:48 GMT

Yes that would be great if you could escalte it .

i can confirm there is credit on my account and the payment is still active , i have other sky products still active

Re: Credit from broadband

Daniel0210 — Sat, 20 Jun 2026 13:59:22 GMT

@G_S16
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 from broadband

Jen_out_of_Jen — Sat, 20 Jun 2026 14:57:36 GMT

Hi @Daniel0210, thanks for making us aware of this. I'll send @G_S16 an invite now so we can assist further. Thanks, Jen.

Re: Credit from broadband

Jen_out_of_Jen — Sat, 20 Jun 2026 14:58:23 GMT

Hi @G_S16 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141