topic Re: Refund not received for doorbell cancellation in Account & Billing

Refund not received for doorbell cancellation

EdwardM1 — Thu, 01 Oct 2026 11:55:20 GMT

After 1 faulty unit and many attempts at troubleshooting with the second to get a stable connection, I decided to cancel my sky smart doorbell subscription. I spoke via a chat to Kanika from the Customer Loyalty team who kindly accepted my issues and processed my cancellation. Since I was within the 31 day cooling off period, I was told that I would receive a refund for the £15 upfront costs within 3-4 days of cancellation. This was on 16/09/26, but I still have not received a refund. I have been trying to contact the team again via the chat but keep getting told no agents are available, so I am posting here in the hope it can be escalated. Screenshot of the chat is attached below.

Re: Refund not received for doorbell cancellation

caesarome — Thu, 01 Oct 2026 12:00:38 GMT

@EdwardM1

Have you checked that the £15 hasn't been applied to your account as a credit ?

Re: Refund not received for doorbell cancellation

EdwardM1 — Thu, 01 Oct 2026 12:05:59 GMT

Hi, thank you for your response.

Yes, I have checked. I am due £3.83 in credit in October due to the cancellation of the subscription, since I was billed the full £5 for September. The £15 refund for upfront costs are not listed there.

Re: Refund not received for doorbell cancellation

caesarome — Thu, 01 Oct 2026 12:08:05 GMT

@EdwardM1

All you can do to get in touch with them again.

Re: Refund not received for doorbell cancellation

EdwardM1 — Thu, 01 Oct 2026 12:11:13 GMT

Okay, thank you. Is there any way you could escalate it for me please, or put me in touch directly with someone? I've been trying at different times of day and it always seems that no one is available.

Re: Refund not received for doorbell cancellation

caesarome — Thu, 01 Oct 2026 12:12:29 GMT

The messaging team can not help with issues like this I'm afraid.