topic Re: Switching credit VAT in Account & Billing

Switching credit VAT

TeaCea — Fri, 02 Oct 2026 09:02:19 GMT

Hi.

I recently switched to Sky and sent in the required documents to claim the switching credit. Sky have replied stating they have added a credit to my account which is great except the amount is less than the final bill from my previous provider.

I worked out that the amount missing was the VAT portion of the bill. When I raised this with the switching team, they said they don't reimburse the VAT. Is that correct?

Thanks!

Re: Switching credit VAT

Mark39 — Fri, 02 Oct 2026 09:29:13 GMT

@TeaCea was VAT shown separately in the bill from your previous provider?

Re: Switching credit VAT

TeaCea — Fri, 02 Oct 2026 09:37:34 GMT

The bill had three lines:

Net total £ X

VAT £ Y

Total £ X+Y (which was the full amount I paid the previous supplier and claimed from Sky.)

Re: Switching credit VAT

SKY1992bf — Fri, 02 Oct 2026 09:44:01 GMT

@TeaCea how much was the total bill for?

remember sky only credits you upto £300 maximum (£200 for broadband and £100 for tv)

Re: Switching credit VAT

MightyQuinn — Fri, 02 Oct 2026 09:45:09 GMT

Hi @TeaCea Home broadband doesn't normally show the VAT. Have you moved from a business broadband?

Re: Switching credit VAT

TeaCea — Fri, 02 Oct 2026 10:02:35 GMT

Total was £31 including VAT. Not a massive amount by any means, but there was nothing online in the switching T&C that I saw stating VAT wasn't paid, so was a bit put out by the attitude of the switching team 😉

Re: Switching credit VAT

TeaCea — Fri, 02 Oct 2026 10:08:43 GMT

@MightyQuinn

Hi. No, standard home broadband from Zen Internet.

I agree, normally, consumer bills don't itemise VAT but show it as an inclusive total. Funnily enough, I checked some old provider bills and Shell and LitFibre had the VAT shown as seperate line item.

Re: Switching credit VAT

PandJ2020 — Fri, 02 Oct 2026 10:10:15 GMT

As residential services are VAT inclusive I would assert they should not deduct it.

I would raise a complaint and take it to ADR if necessary.

I suspect they've simply used the ex-VAT price in 'error'. The amount is small but...

Re: Switching credit VAT

Mark39 — Fri, 02 Oct 2026 10:12:55 GMT

@TeaCea it's not usual for VAT to be separately charged unless you were a commercial customer with your previous provider.

Sky don't provide services for business, unless you sign up with their separate Sky Business arm, which as @MightyQuinn posted is likely to be the reason why they wouldn't reimburse it.

Re: Switching credit VAT

TeaCea — Fri, 02 Oct 2026 10:20:41 GMT

@Mark39. Always been a broadband consumer, never taken out a business contract.

@PandJ2020. Sounds like a plan! I'll raise it as an issue and see what the official response is. As you say, it may just be an error, especially as it looks like no one else has had VAT withheld.

I'll post back when I get an answer.

Thanks to all for your input. Much appreciated. And very quick as well!!!

Re: Switching credit VAT

TeaCea — Fri, 02 Oct 2026 12:27:19 GMT

Sorted...

Had an online chat with the complaints department, and they weren't sure why I was told VAT wasn't included in the claim payment.

Although it was clearly an error, they still had to get approval to have the missing £5 added to my account.... Apparently it will appear on my next bill.

Again, thanks to everyone for your help. Have a good weekend!!!

Re: Switching credit VAT

Mark39 — Fri, 02 Oct 2026 12:44:20 GMT

@TeaCea good to hear. Keep an eye out for the £5. Words and figures sometimes differ!