This discussion topic has been answered Discussion topic: I cannot pay for what I don’t use

This message was authored by: Titilayo1 · ‎15 Feb 2026

My sky broadband as not been working since and the new hub has not been delivered and is showing that my billing is on 20th of February mean while since have ordered to braodbrand have not use it for a day can my billing be pause till everything is sorted please because I can't be paying for what am not using

This message was authored by: SKY1992bf · ‎15 Feb 2026

@Titilayo1 Billing will continue regardless of any faults

you may be entitled to compensation for the time without service which will be applied to your account within 30 days of the fault being fixed not before

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Please note: I am just a sky customer not a employee - posts from sky employees (aka community team) are clearly marked as suchmy setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime videoPlease note: I only provide help on the main forums and not via PM~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others
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This message was authored by: SKY1992bf · ‎15 Feb 2026

@Titilayo1 Billing will continue regardless of any faults

you may be entitled to compensation for the time without service which will be applied to your account within 30 days of the fault being fixed not before

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Please note: I am just a sky customer not a employee - posts from sky employees (aka community team) are clearly marked as suchmy setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime videoPlease note: I only provide help on the main forums and not via PM~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others
If you would like to post a “Send Your Thanks to Sky” message please click Here

This message was authored by: Mark39 · ‎15 Feb 2026

@Titilayo1 if the problem is simply that the Hub hasn't been delivered (and assuming you don't already have another suitable Sky Hub) and you've reported it to Sky, they will normally refund your charges from the date you let them know of the problem.

This message was authored by: Titilayo1 · ‎15 Feb 2026

So the issue is that I ordered for a new router and it got delivered but unfortunately the engineer said the new one is damaged. And sky sent out a new one to my address but is going to be delivered on the 17th.

This message was authored by: SKY1992bf · ‎15 Feb 2026

@Titilayo1 wrote:
So the issue is that I ordered for a new router and it got delivered but unfortunately the engineer said the new one is damaged. And sky sent out a new one to my address but is going to be delivered on the 17th.

@Titilayo1 The advice in my post still stands

see Skys help below

https://www.sky.com/help/articles/auto-compensation

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Please note: I am just a sky customer not a employee - posts from sky employees (aka community team) are clearly marked as suchmy setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime videoPlease note: I only provide help on the main forums and not via PM~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others
If you would like to post a “Send Your Thanks to Sky” message please click Here

This message was authored by: Rich19762 · ‎29 Mar 2026

I cancelled Sky products 16 months ago & have not used hd account since

This message was authored by: Mark39 · ‎29 Mar 2026

@Rich19762 wrote:

I cancelled Sky products 16 months ago & have not used hd account since

@Rich19762 ok. Do you have a question about that?

This message was authored by: MarkGoldsmith · ‎29 Mar 2026

@Rich19762 wrote:
I cancelled Sky products 16 months ago & have not used hd account since

How did you cancel the TV subscription and did you get an email confirmation of the cancellation?

Sky Stream, Sky Glass Air and Sky Broadband customer

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Please mark a response as an ANSWER if it has solved your query/issue

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This message was authored by: Sharcuk · ‎29 Mar 2026

@Rich19762

In November 2025 you posted in the Glass forum, asking how to cancel TNT Sports, so didn't you have Sky products in November 2025?

https://helpforum.sky.com/t5/Sky-Glass/Cancel-TNT-sports/m-p/5136825

Sky Q, 3 mini boxes, booster and full fibre gigafast. Good WiFi coverage throughout a 4-bedroom house!

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