Broadband credit due after cancellation - how to claim this please advise

[Daniel0210]

@David-1970 
Refunds usually take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply whether the payment method is still active.

[David-1970]

Thanks for your reply, it was the 2nd December the day it was switched to the new provider and I have not cancelled any payment methods. The router has also been returned.

Many thanks,

Dave

[Daniel0210]

@David-1970 
I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow. 

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[David-1970]

Thanks very much Daniel 

[Tom-W19]

Thanks for escalating. We've sent an invite to @David-1970.

[sofie1988]

I'm having this issue now. My service stopped on the 12th September and have not received credit yet. 

[Daniel0210]

@sofie1988 

Refunds should normally take about six weeks from the last day of connection but posts on here suggest it's taking longer.

We could normally escalate this to Sky on here via their Messaging Team but unfortunately that process is currently unavailable and we don't know when it'll return.

At present you will need to contact Sky and speak to an agent by other means; either by calling, through Sky Assistant or through social media, Providing your payment method is still active they should then be able to refund it in 3-5 WORKING days.