topic Re: Cannot get a refund in Account & Billing

Cannot get a refund

Ghostlight1969 — Thu, 27 Aug 2026 16:10:52 GMT

I moved from Sky Q to Sky Stream in March of this year as I was moving house. However, payment for Sky Q was still debited from my bank account the following month (April). A really helpful guy I spoke to on the phone said that I would be refunded this but it's five months later and I still haven't been refunded.

The Virtual Assistant is useless and I cannot find the number I managed to find when I cancelled Sky Q. How do I get my refund?

Re: Cannot get a refund

Daniel0210 — Thu, 27 Aug 2026 16:24:55 GMT

@Ghostlight1969
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 we need confirmation that:
▪️the credit is still showing on your Sky Q 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: Cannot get a refund

caesarome — Thu, 27 Aug 2026 16:25:00 GMT

@Ghostlight1969

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Cannot get a refund

Sky_Gee — Thu, 27 Aug 2026 18:14:31 GMT

Thanks for escalating this @caesarome We’ve sent @Ghostlight1969 an invite to chat.

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