Credit refund

[ET19]

Hi, I have recently switched away from Sky broadband and started with a new provider on 03rd July 2026.

I can see that Sky are going to still take the full amount of £36.16 from my account on 06th July 2026, and then see in my predicted bills that a month later on 06th August 2026 there will be a credit of £39.66 but it says under Balance - 'Credit goes towards paying your next bill(s)'. How does this work when I won't have any future Sky bills as I have left completely??

I don't understand why I have to pay it all and then wait a month for the refund. Is there any way to avoid this wait?

Thanks in advance 

[Daniel0210]

@ET19 

Billing continues through a notice period. Bills for Sky+, Sky Q and Broadband /Talk are generated 14 days prior to a payment date. For Mobile, Glass and Stream it's 3 days before the payment date.

It's therefore 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.

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

Before we can escalate it to Sky please confirm in your reply that:
▪️it’s currently showing as a credit on your Sky account and,
▪️the payment method is still active.

If you’ve already cancelled your payment method Sky can reinstate it, or get a back office team to raise a cheque to post to you but that obviously takes a lot longer.

[ET19]

Hi, thanks for coming back to me.

The credit is showing on my future bill for 6th August 2026. And yes I have kept the direct debit for now. I just wanted to make sure that it comes back to my bank account and not sat on my Sky account like it implies as it states on the future bill 'Credit goes towards paying your next bill(s)'.

If you are able to escalate the thread and speed it up then that would be great thank you. It would just be nice to have it sorted and not have to chase it in August. 

Many thanks 🙂 

[caesarome]

@ET19 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Danz994]

Good morning @caesarome Thanks for making us aware of this. I'll send @ET19 an invite now and we can assist further. Thanks, Danielle