topic Re: Refund in Account & Billing

Refund

Jacqueline29 — Thu, 03 Sep 2026 12:07:45 GMT

Hi, I cancelled my Sky broadband 6 weeks ago and haven't received a refund yet. I am £59 in credit and my direct debit is still active. I tried an online chat which went round in circles and got me nowhere. Can this be raised to Sky through this forum please. Thanks

Re: Refund

caesarome — Thu, 03 Sep 2026 12:10:01 GMT

@Jacqueline29

We can escalate this for you if you want ?

Re: Refund

Jacqueline29 — Thu, 03 Sep 2026 12:13:14 GMT

Yes please

Re: Refund

caesarome — Thu, 03 Sep 2026 12:28:52 GMT

@Jacqueline29

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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Refund

Jacqueline29 — Thu, 03 Sep 2026 12:35:48 GMT

Thank you so much for your help.

Re: Refund

arcadeavenger — Thu, 03 Sep 2026 13:03:39 GMT

Thanks for escalating this @caesarome. We’ve sent @Jacqueline29 an invite to chat.

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

Re: Refund

Jacqueline29 — Thu, 03 Sep 2026 14:32:51 GMT

Had my chat and should get my refund soon. Thank you

Re: Refund

caesarome — Thu, 03 Sep 2026 15:18:01 GMT

@Jacqueline29

The usual timescale is 3-5 working days so should be with you at the latest by this time next week.