Refund of credit

[Vicky118]

I cancelled my sky broadband in November  and they owe me money... it is showing as credit on my bill...how do I get it back?

[Daniel0210]

@Vicky118 
Refunds can take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

[Vicky118]

it’s currently showing as a credit on my Sky account and  the payment method is still active.

[Daniel0210]

@Vicky118 
I’ve escalated your post to Sky and their Messaging Team should contact you some time tomorrow . 

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

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

[Tom-W19]

Thanks for escalating. We've sent an invite to @Vicky118.

[Webbo1981]

I am now in the same position where I don't know how to get my credit back after leaving Sky. My account says the credit is going to the next bill. Can someone help please 

[Daniel0210]

@Webbo1981 

Refunds normally take about six weeks from the last day of connection but posts on here suggest it's taking longer.

We could normally escalate this to Sky on here via their Messaging Team but unfortunately the process is currently switched off and we don't know when it'll return.

At present you will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps. Providing your payment method is still active they should be able to refund it in 3-5 WORKING days.

[Mark39]

@Webbo1981 you'll need to contact Sky to request a manual refund. GIve them a call, or there's a private online chat service via their social media: https://helpforum.sky.com/t5/Account-Billing/Want-to-private-message-Sky/ba-p/4895295

[Webbo1981]

Thank you 

do you have the best number or email to contact on please? 

I have tried the Sky app chat but it goes round in circles and is automated. 

Thanks 

[Daniel0210]

@Webbo1981 

Sky don't use email for general communication. 

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note ~ ROI customers 🔹If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[Mark39]

@Webbo1981 private chat is not the same thing as the Virtual Assistant I think you're referring to. Phone numbers can't be posted on the forum but you'll find a number via Sky's help here, if you take the 'still need help' option at the botton of the page: https://www.sky.com/help/your-account/information-and-policies/terms-and-conditions-faqs/articles/te...