topic Re: Nightmare in Account & Billing

Nightmare

ninatm — Fri, 18 Sep 2026 12:35:49 GMT

I have had a long nightmare with Sky after trying to upgrade to Glass. Endless problems. I am still in a situation where there seems to have been 2 amounts taken one month with no refund of the double amount. I don't know where to get help any more. I am about 30 futile phonecalls in.

Re: Nightmare

Mark39 — Fri, 18 Sep 2026 12:37:27 GMT

@ninatm for the Community to be able to help, we'll need the full picture ofwhat has happened, and what Sky has said.

Re: Nightmare

ninatm — Sat, 19 Sep 2026 00:55:20 GMT

Thanks for asking for the full history and current position — here it is as clearly as I can set it out.

WHAT HAPPENED, IN ORDER
1. I upgraded from Sky Q to Sky Glass and paid the £99 TV deposit.
2. Sky delivered the WRONG size TV. They had to collect it and take it back.
3. Before they'd even delivered the correct TV, Sky cut off my Sky Q — so I was left with no service at all.
4. To get the correct size TV, Sky made me pay the £99 deposit a SECOND time.

So I've paid £99 for a TV I never kept (the wrong one they took back) AND £99 for the one I actually have. That first £99 has never been refunded.

WHAT I'VE ACTUALLY PAID
- 17 August: £111.99
- 18 August: £122.60
- September: £127.99
Total: £362.58

So in August I paid twice, on consecutive days (£234.59 in one month) — during a period when I had no service because Sky had disconnected me.

THE SERVICE ITSELF
Throughout all of this, Sky repeatedly promised to ring me back and said they would take ownership and resolve it. No one ever called back. Every step has been driven by me chasing them, promises made and nothing happening. Literally cannot seem to understand that I have paid repeatedly even though it is clear.

WHAT SKY HAVE SAID
Sky told me they've credited the duplicate £99 back to my account. I cannot find that credit anywhere. Then they mentioned other amounts. Still not credited sufficient to change the amount I paid which has gone up not down. My net position is that I've paid more, not less, than I should have. I was also promised goodwill credits for the disconnection and poor service — those haven't appeared either.

WHAT I NEED CONFIRMED, IN PLAIN FIGURES
1. Where is the refund for the first £99 deposit — the one for the wrong TV that was collected and returned?
2. Why were there two payments in August (17th and 18th)? Was one the old Sky Q package? If so, that's a refund owed, not a 'credit'.
3. What goodwill/service credit was agreed for the disconnection and the failure to call back, and where is it?
4. Given all of the above, what is the correct total I should have paid since 17 August — and does it reconcile against the £362.58 I've actually paid?

I also got downgraded from a platinum sky customer to 0 years for upgrading.

I'd be grateful if someone could look at the account and point to the specific credit lines, rather than just confirm 'it's been credited'.

I just can't get anywhere with anyone I speak to. Same story every time. Yes we will sort it, yes I will personally take ownership of this. Absolutely you have been credited. You will not pay so much next month.

Re: Nightmare

Chrisee — Sat, 19 Sep 2026 04:59:03 GMT

@ninatm you definitely need help from Sky with this so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

My Post Has Been Escalated – What Happens Next on Sky Community

Re: Nightmare

AceRimmer — Sat, 19 Sep 2026 09:07:43 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: Nightmare

2muchTV — Sat, 19 Sep 2026 12:31:12 GMT

@ninatm please update the thread when you are finally sorted.

Admire your patience too, I am not the most patient person in these situations and would have paid £25 to get shot of the Glass et al