Refund not credited to account

[Samfo76]

I have been trying to get this sorted out since May 2025 

I cancelled my football subscription and cinema 

they have still charged me for it 

they say I owe £78 I don't I've now been cut off I'm phoning every phone number o can and it will not let me get through to a human to sort this out 

can anyone help me ? 
I've had a bereavement and I'm trying to get sorted but o need my internet on to do things 

why can I not just be put through to some one I've been on the phone f

5 times today and been cut off every time after 20 mins holding 

thank you Sam 

[Daniel0210 · Accepted solution]

@Samfo76 
Sky won’t reinstate services until you’ve paid what they believe you owe (regardless of any individual circumstances) and you’ve also set up a new continuous payment method.

If your payment is two or more weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription.

Restrictions of services are automatic and are only applied due to a missed payment/s. Agents at Sky can’t override the process even if you’re told otherwise. Any calls to Sky will only prompt you to make a payment. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

[caesarome]

@Samfo76 

When did you cancel your sports and cinema subscription as 31 days notice is required to do this so when you did they did you then get an email acknowledgment of the cancellation ?

[Samfo76]

I rang up and cancelled with the 31 days notice and apparently they didn't know so the agent didn't do it and I have to wait for them to bring it up !??? 

[caesarome]

@Samfo76 

If it was cancelled despite you giving the required 31 days notice then you might want to it in a complain  th as someone should then contact you about this;

https://www.sky.com/help/complaints

Give them the date and time you spoke to them to givr them your notice.