Discovered I’m paying for broadband a year after cancelling.

[Ann1112]

Looking at my account today and saw that my bill was £30/40 more than I budgeted for. Went into sky account and saw I have broadband on there. I cancelled over a year ago and went with a new provider. Can I get this refunded?

[MarkGoldsmith]

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@Ann1112 wrote:

Looking at my account today and saw that my bill was £30/40 more than I budgeted for. Went into sky account and saw I have broadband on there. I cancelled over a year ago and went with a new provider. Can I get this refunded?

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I doubt it would be refunded, as they would likely have expected you to realise this sooner than a year.

Also which provider did you switch to? If it was a provider who don't use the openreach network to provide their service then i suspect you may not have actually cancelled your Sky broadband package ( as at the time you cancelled the One Touch Switching platform which launched the past autumn wouldn't have been active). 

[Ann1112]

I phoned and cancelled. I spoke to an agent.

[MarkGoldsmith]

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@Ann1112 wrote:

I phoned and cancelled. I spoke to an agent.

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Did you receive an email confirmation of the cancellation?

The issue you may have is that i believe Sky only keep recordings of calls for 6 months, so leaving it later than that may mean Sky can't even go back and listen to the call to see what was discussed.

The best you can really do is raise a complaint and see what comes of it: https://www.sky.com/help/articles/how-to-make-a-complaint 

[Daniel0210]

@Ann1112 

In August 2024 it changed that Sky coukd listen back on calls for the previous 12 months so if you give them the date you called they should be able to listen back and see what was agreed at the time.