topic Re: Credit refund in Account & Billing

Credit refund

Reeni — Tue, 21 Jul 2026 12:52:11 GMT

I have credit outstanding on my broadband balance after cancelling Sky service.

My broadband service ended over 3 months ago but still showing credit owed to me each time they generate a bill.

I'd be grateful if a moderator could help escalate this for me please so that my credit can be refunded.

Thank you.

Re: Credit refund

Daniel0210 — Tue, 21 Jul 2026 12:56:28 GMT

@Reeni
Refunds after cancelling a subscription 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:
▪️the credit is currently showing on your Sky account and,
▪️the payment method is still active.

If you’ve already cancelled your payment method Sky can either 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

Reeni — Tue, 21 Jul 2026 12:58:01 GMT

credit is still showing in the account and direct debit remains active as I still have mobile sim contract with sky.

cheers

Re: Credit refund

Daniel0210 — Tue, 21 Jul 2026 12:58:59 GMT

@Reeni
We need to wait at least 10 minutes from your original post before we can escalate your issue to Sky so I’ll escalate it at that point and staff from their Community Messaging Team should contact you.

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

Reeni — Tue, 21 Jul 2026 12:59:57 GMT

Thanks Daniel you're a star 👍😁

Re: Credit refund

Daniel0210 — Tue, 21 Jul 2026 13:02:29 GMT

Now escalated @Reeni

Re: Credit refund

Reeni — Tue, 21 Jul 2026 13:03:02 GMT

Thank you Daniel

Re: Credit refund

Danz994 — Tue, 21 Jul 2026 13:05:35 GMT

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