Request for Broadband Refund and Direct Debit Cancellation

[Sina]

Dear Sky Customer Service,

I am writing to request a refund for a broadband charge of £53 that was debited from my account on 26th March 2025.

At the time of the charge, I had already switched my broadband service to a different provider. I contacted your customer service team, and I was advised that the payment would be refunded and that I should not cancel my direct debit to avoid any issues with the refund process.

It has now been over 40 days since that payment was made, and I have yet to receive the refund. I would appreciate it if you could look into this matter and confirm when I can expect the refund to be processed.

Additionally, I would like to know when it is safe to cancel my direct debit with Sky, as I am no longer using your services.

I look forward to your prompt response.

[Daniel0210]

@Sina 
If you’re not already aware the Sky Community is a customer led discussion forum where Sky customers are available to help other customers and you aren’t contacting Sky Customer Services.

Refunds should take about 6 weeks from your last day of connection, but posts on here suggest in some cases they’re taking longer. 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 it further delayed.

We can potentially help you get it refunded within 3-5 working days via the Messaging Team on here if you wish.

Let us know on this thread if you want to do that but before we can escalate it to Sky please confirm in your reply if it’s currently showing as a credit on your Sky account. 

[MightyQuinn]

Hi @Sina   Please see Welcome to the Sky Community below.

[caesarome]

@Sina 

Can you confirm that you see a credit on your account ?

[Sina]

Hi, 
No, I have not gotten the refund yet. 

[caesarome]

@Sina 

I asked if you see a credit on your account as it is this that can be refunded so does your bill here show a credit:

https://www.sky.com/bill/tv-broadband-talk

[Sina]

Yes, my account does show a credit balance. It states:

Credit for Cancellation of Sky Broadband Ultrafast Plus - 31 days               -£53.00

Balance
Credit £53.00
Credit goes towards paying your next bill(s).

Please let me know the next steps to have this credit refunded to my bank account, as I am no longer using your services.

Thank you.

[Daniel0210]

@Sina 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

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 @Sina.

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.