topic Re: Credit refund request in Account & Billing

Credit refund request

SewSky — Tue, 26 May 2026 14:58:56 GMT

I returned my Sky broadband equipment back in April after cancelling my contract. I have a credit balance of £66.81. I have no other subscriptions with Sky therefore there are no future bills for this credit to be used against. Please can I arrange a refund?

Re: Credit refund request

Daniel0210 — Tue, 26 May 2026 15:11:19 GMT

@SewSky

I will move your post from the Mobile board.

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 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 refund request

SewSky — Wed, 27 May 2026 06:59:02 GMT

Yes to both! It is still currently showing as a credit on your Sky account and the payment method is still active.

Re: Credit refund request

Daniel0210 — Wed, 27 May 2026 07:01:00 GMT

@SewSky
I’ve escalated your post to Sky and 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 request

Danz994 — Wed, 27 May 2026 08:10:56 GMT

Good morning @Daniel0210 Thanks for making us aware of this. I'll send @SewSky an invite now and we can assist further. Thanks, Danielle

Re: Credit refund request

SewSky — Thu, 09 Jul 2026 12:52:32 GMT

Hi @Danz994 we still don't have our money!

Re: Credit refund request

caesarome — Thu, 09 Jul 2026 12:58:04 GMT

@SewSky

What were you told on the chat you had back in May ?

Re: Credit refund request

SewSky — Thu, 09 Jul 2026 13:42:47 GMT

I didn't know I had to keep the window open, so I haven't had a chat. I thought we could resolve it over email/async. I can keep it open now if that helps?

Re: Credit refund request

Daniel0210 — Thu, 09 Jul 2026 13:45:44 GMT

@SewSky

So did you engage in the chat at all?

My post did say… 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.

Re: Credit refund request

SewSky — Thu, 09 Jul 2026 14:42:33 GMT

I don't have any records of anything except what's on this forum.

Can you start a new chat? Or maybe just send us our balance?

Re: Credit refund request

Daniel0210 — Thu, 09 Jul 2026 14:44:59 GMT

@SewSky
You haven’t actually contacted Sky Customer Services by posting on here. This is primarily a customer ▶️ customer discussion forum where we try to assist other customers.

I have escalated this to Sky again. Please participate this time otherwise it'll time out again.

Re: Credit refund request

N_chill — Thu, 09 Jul 2026 19:39:22 GMT

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

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

Re: Credit refund request

SewSky — Thu, 09 Jul 2026 20:10:42 GMT

Hi,

I eventually found the Contact Us page and sorted this. Thank you for your help.

I don't know if Sky monitor this for suggestions, but it would be much better if their chat not sent you straight there, rather than to this forum, when there is this kind of billing-relared request!

Thanks again!

Ben