Cancelled sky ages ago.. still being billed right into January dates.

[Barb28]

Cancelled Sky middle of November, was told I'd be refunded. (Sky tv and broadband/talk) both were on separate contracts. All they've done is bill me even more and then refund the over payments and still left a balance which I now 'owe' them. 
Tv equipment sent back weeks ago and the broadband equipment they didn't even want back as it's so old and useless , insisted I get an engineer out after confirming there's no signal whatsoever and hadn't been a proper signal for weeks. After spending several hours on the phone I'm not prepared to do it again. Complaints  sent me an email 'tried to contact me apparently' asking me to call them back but with no details left I'm not calling the main number again to go through another hour or two of pointless dread. Sky need to sort it out as I'd never used them ever again for the above reasons. Worst internet ever and even worse customer service 

Moderator notes: Removed rude remark

[Daniel0210]

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@Barb28 wrote:

Cancelled Sky middle of November, was told I'd be refunded. 

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@Barb28 

Billing continues through a notice period (31 days for TV and 14 days for Broadband), and as bills are generated 14 days prior to a payment date it's quite normal that another bill payment will be required. Of course any overpayment will be reimbursed to you. This can take up to 6 weeks from your last day of connection.

If it's now longer than 6 weeks you will need to contact Sky to chase it up (once it's showing as a credit on your Sky account).

[Barb28]

I know. I raised a complaint and they said I've be funded the month that the their sky equipment wasnt even working. They were suggesting I pay for the month when their internet of off because they even said it needed an engineer to fix it. So sky expect me to still pay when theres no connection. Instead they've billed me the whole of the following month and credited me part of that month. I'm taking it to the ombudsman as enough is enough 

[Barb28]

Also their sky tv steaming device has never worked properly in 18 months I had it. Due to their internet connection being so poor. 
so they've got the cheek to bill me for tv (when I cancelled It middle of November) even though it works on a good Internet connection which I didn't have due to their internet being off. 

[Daniel0210]

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@Barb28 wrote:

They were suggesting I pay for the month when their internet of off because they even said it needed an engineer to fix it. So sky expect me to still pay when theres no connection. 

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@Barb28 

That's correct. Billing still applies even when there's a fault, then a credit is added to your Sky account as per the auto compensation scheme.

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day)

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.