Bill credit 'brought forward' not refunded

[WalkieTalkie]

Hi Everyone

I'd appreciate your help.

I'm due £46 (Credit for Cancellation of Sky Broadband Superfast - 31 days).

In Dec 2025, I changed to a new contract and the sales person said this money would be refunded to me in Jan 2026. 

On my 19 Jan 2026 bill, rather than a refund I have £46 (Balance brought forward).

I contacted Sky webchat in January and the operators couldn't explain this to me.

My 19 Feb 2026 bill will be taken via direct debit. On this bill, there's no mention of £46 (Balance brought forward).

How do I get the £46 refund?

Thank you!

[caesarome]

@WalkieTalkie 

If the £46 credit was on the Jnauary bill and not this months then are you sure it wasn't used to part pay last months bill ?

[WalkieTalkie]

Hi caesarome

Thanks for your answer.

On 17 Dec 2025, I purchased my new contract.

The two credits I expected to see are listed:

-£46.00 (Credit for Cancellation of Sky Broadband Superfast - 31 days)

-£3.07 (Credit for Cancellation of Sky Broadband Superfast - 2 days)

I can follow and agree with the Jan bill to this point:

£8.47 (Total Bill Statement)

However, then the £46 is added back (Balance brought forward).

When I hover over the 'info' for this entry, it says 'Any unpaid amount or extra credit from your previous bills gets added to your latest bill. Check your previous bill for details.'

I was charged £54.47 (£8.47 + £46).

I'm so confused.

Thank you.

[caesarome]

@WalkieTalkie 

Are you able to post images of both these bills on here, no worries if you can't but if you do make sure you blank out your name and account numbers and if present a credit agreement number.

[WalkieTalkie]

Thanks caesarome!

I hope you can see these xx

The Jan 2026 bill, followed by Dec 2025 bill.

I appreciate your help.

 

[caesarome]

@WalkieTalkie 

The billing looks fine to me as your amount due on the December bill was £46.00 which for some reason was crarried over to the January bill. The January bill itself was just £8.47 plus the £46.00 from the December bill meaning a total of £54.47 and although have you posted an image with the payment received bit expanded it does say you outstanding total now is £0.00 meaning it has been paid and you owe nothing.

The credits you had were both used on your January bill which is why it was just £8.47 on it's own without taking into account the £46.00 carried over from the December one.

[WalkieTalkie]

Thanks @caesarome!

Your answer helped me.

I apologise for wasting your time, the answer was staring me in the face the whole time!

In error, I thought I'd already paid Dec 2025 bill via direct debit.

In fact, I had only paid 19 Nov 2025 and 19 Jan 2026.

The logical flow of the Jan 2026 bill still escapes me.

However, I recreated the bill in trusty excel, then added up the green highlighted amounts, which I knew I was obliged to pay. This got me to the correct total, £54.47.

Thanks again for your patience, I appreciate it.

Have a lovely weekend!

[caesarome]

@WalkieTalkie 

Glad to have helped.