Account Cancelled

[joeyla2025]

My Sky Broadband account is now closed for months and the account shows a €53.23 credit. The Direct Debit may already have been cancelled. Could this please be escalated to the Sky Messaging Team so the credit can be refunded?

[caesarome]

@joeyla2025 

The only way you can get a refund of the credit is if you agree to reinstate the direct debit otherwise a cheque would have to be sent and this is a much slower process so you will need to call Sky Ireland on Monday about this as there is an ongoing issue with escalations to Sky Ireland accounts.

[Daniel0210]

@joeyla2025 

As you're based in the Republic of Ireland you will need to call them after the weekend (ROI Call centre not open Saturday or Sunday). We can't escalate it for you. 

[joeyla2025]

What if I'm non-verbal. I cannot call? Shouldn't there be support without calling?

[Daniel0210]

@joeyla2025 

Not sure if it applies to ROI customers or those that have now cancelled but when there are health/medical issues which affect communicating with Sky, register with the Sky Accessibility Team who may be able to help. Once registered there are different methods of communication other than phoning so have a look at these related links…

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

[joeyla2025]

Thanks for the info. I've been with Sky Ireland for 20+ years and I would have expected their communication options to have improved beyond "call us" in that time, but seems not. Never a problem signing up for new products via web site though 😞 

I've registered a complaint via the only e-mail I could find but not holding my breath. roi - complaints [at] @Sky.ie

[MightyQuinn]

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@joeyla2025 wrote:

I've registered a complaint via the only e-mail I could find but not holding my breath. roi - complaints [at] @Sky.ie

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Hi @joeyla2025   Sky do not use email as a method of general inbound communication so I am not sure what email address you used. Or do mean you completed the complaints web form. Please note that @ Sky.ie is just another user, like us, they just chose a bad user name!

[joeyla2025]

I did try to post the actual email address, but the forum blocked the post when I included it. The address I used was [removed] I received a formal acknowledgement reply from Sky with a complaint reference/acknowledgement number, so it does appear to be an active complaints address. It shouldn't be this difficult though.

Moderator Actions: Removed Email

[Daniel0210]

@joeyla2025 

Sky / Sky Ireland will aim to resolve it in 10 days but really they have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.