Credit refund after cancelling broadband service

[SS2453]

I have now cancelled the broadband service for two months and am wondering when the amount shown as credit will be returned to me. Calling the Sky number is futile since the automated responses tend to go in circles and end up sending unhelpful links. It would be great to get in touch with an actual person to sort this out!

[Addie15]

Hi there, @SS2453.I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[JWC1955]

I too have a similar issue. I cancelled my Sky Broadband subscription in April (the switch occurred 1 May). However, despite the switch,  I was billed for May on 28 April. My account now shows a credit balance of £44.10. It is now 5th June but it has not been refunded. Can my situation be escalated also? Many thanks.

[Daniel0210]

@JWC1955 

You were correctly billed as payment continues through your notice period. 

Refunds should normally take about 6 weeks from your last day of connection, but recent posts on here suggest in some cases it is taking longer.

We can potentially help you get it refunded within 3-5 working days via the Messaging Team on here if you wish. Let us know on this thread if you want to do that.

Note that if your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so it’ll it further delayed.

Before we can escalate it to Sky please confirm whether the payment method is still active.

[JWC1955]

Yes please 🙏.  That would be very much appreciated 👍 My payment method remains active.

[Daniel0210]

@JWC1955 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

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 just 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

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

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