topic Re: Getting a credit refund in Account & Billing

Getting a credit refund

markdxfire — Tue, 11 Aug 2026 12:08:25 GMT

Hi - I've just switched broadband provider, and am trying to get a refund of the credit on my Sky broadband account

Re: Getting a credit refund

Daniel0210 — Tue, 11 Aug 2026 12:09:37 GMT

@markdxfire
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like myself.

Refunds after cancelling a subscription should take about 6 weeks from the last day of connection, but posts on here suggest it’s taking longer ~ (what would have been the next payment date has to have passed).

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 that:
▪️the credit is still 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: Getting a credit refund

markdxfire — Tue, 11 Aug 2026 12:16:33 GMT

Hi Daniel - thanks for the reply, tried using Sky assistant, but unfortunately - no help at all, my service was cancelled back in July, but they still took the payment for August, having checked on billing for September it's showing £63.95 credit (refund for the part of July after the switch, plus the August payment) - partilaly my own fault- should have cancelled the Direct Debit!

Re: Getting a credit refund

Daniel0210 — Tue, 11 Aug 2026 12:31:53 GMT

@markdxfire

To see if they can help 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: Getting a credit refund

markdxfire — Tue, 11 Aug 2026 12:33:36 GMT

Thank you for your help, much appreciated

Re: Getting a credit refund

Brill+Gill — Tue, 11 Aug 2026 13:19:51 GMT

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

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