topic Re: Credit Refund in Account & Billing

Credit Refund

jharr88 — Tue, 20 Oct 2026 08:34:34 GMT

I switched from Sky Broadband to another provider on the 24th August, informing Sky 2 weeks before this.

All equipment was returned and was confirmed early September
I had money taken out after this date and then a credit appeared on my account which has not beeen refunded. I have kept my direct debit open and waited the 6 weeks, that it says it should take.

It appears I am not the only one as this forum is full of people with the same issue. Its not great

Can this be escalated please?

Re: Credit Refund

caesarome — Tue, 20 Oct 2026 08:37:56 GMT

@jharr88 wrote:

Can this be escalated please?

It can yes, so I take it you have left your payment details in place ?

Re: Credit Refund

jharr88 — Tue, 20 Oct 2026 08:40:03 GMT

Yes my direct debit details have remained in place

Thanks

Re: Credit Refund

caesarome — Tue, 20 Oct 2026 08:46:21 GMT

@jharr88

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: Credit Refund

jharr88 — Tue, 20 Oct 2026 08:47:41 GMT

Thank you for your help

Re: Credit Refund

ItWasAllMichele — Tue, 20 Oct 2026 10:02:11 GMT

Thanks for escalating this @caesarome We’ve sent an invite to chat to @jharr88

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