Minus figure on bill

[A98722]

I switched to Sky Glass from normal Sky back in August. 

When I check the bills on line, I now have 2, one showing what I owe monthly for Glass, but also one that shows a minus £131.36 on the old broadband and talk contract. 

Is this a refund? And if so, how do I actually get it back?

[Daniel0210]

@A98722 

Have you cancelled broadband/Talk? 

[A98722]

Yes and returned all the equipment

[caesarome]

A minus in front of a figure like that is money that you are owed so when was the account closed ?

[A98722]

I assume it was closed when I switched to Glass, which i did via my account, I was already out if contract on the old package

[caesarome]

It will not be closed unless you have either signed up to another provider that like Sky are in the Openreach network as they would perform a line takeover or you contacted Sky to give 14 days notice to cancel it.

[A98722]

So switching from Sky via a satellite to Sky via Glass, through my Sky account doesn't tell Sky I've changed contract?

Plus I got all the 'sorry your leaving us emails, please return our equipment'?

[SKY1992bf]

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@A98722 wrote:

So switching from Sky via a satellite to Sky via Glass, through my Sky account doesn't tell Sky I've changed contract?

Plus I got all the 'sorry your leaving us emails, please return our equipment'?

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@A98722  It does but only for tv services and not broadband,your broadband will continue unless you switch internet providers 

so have you switched to another internet provider 

[A98722]

Yes to BT fibre, had the sorry your leaving email about the broadband too, and returned the router ages ago

[SKY1992bf]

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@A98722 wrote:

Yes to BT fibre, had the sorry your leaving email about the broadband too, and returned the router ages ago

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@A98722  In that case the credit on your old a count is for overpayments beyond termination dates on your sky Q and sky broadband contracts which you are entitled to have paid back to you 

you have correctly received two leaving emails one for sky broadband and one for sky Q 

if you want to we can ask the community messaging team to contact you via the forum 

[A98722]

Thank you, yes please

[SKY1992bf]

@A98722 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[A98722]

Thank you

[A98722]

Should I have heard from someone by now?

[SKY1992bf]

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@A98722 wrote:

Should I have heard from someone by now?

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@A98722  Give it until 7pm tonight as that will be 48 hours since the request was issued and post back if you have not heard anything by then and we can re escalate

it is important to remember that whilst we can request invites we cannot guarantee one will be sent that's solely at sky's discretion