Service cancelled but still awaiting refund of credit balance

[Beethoven]

Hi

Is there anyone here that can assist me to obtain a refund of my credit balance. Service was ended 17th April and a further payment was taken after that so currently a credit of over £70. I've given it more than the 6-weeks as suggested but its seems they just want to hang on to it until I have to chase it up. Bank details are still available on the account so it shouldn't be a problem?

I'm not sure why so many people have to go through this procedure after cancelling their service.

Thank you.

[Daniel0210]

@Beethoven 
We need to wait at least 10 minutes from your original post before we can escalate it to Sky so I’ll escalate it at that point and their Messaging Team should contact you 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 just 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

[caesarome]

@Beethoven 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Beethoven]

Thanks Daniel. Much appreciated. I will watch keep a watch on the forum for an invitation.

[Daniel0210]

@Beethoven 

Now escalated. 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Beethoven  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[TheCableGuy996]

@Lisa-P1987 

Hi,

Sorry to on someone else's topic but I've got no other way to get my message out...

I’ve now posted about an issue I’m having with my Sky account 4 or 5 times, and every single time it’s been wrongly flagged as spam and the post is deleted within seconds. I don’t even get the chance to appeal it before it’s gone.

Even creating a post about the messages getting deleted get removed so I can only see an option to reply on someone else's topic.

Could you please get back in touch so I can speak to you about the issue on my Sky Account and look into why all my messages are being marked as SPAM and deleted?

It’s something that needs someone to actually look into my account, as I’ve had no luck getting it resolved over the phone.

Thanks in advance.

[Mark39]

@TheCableGuy996 in outline, what is the issue you're having with your Sky account?

[TheCableGuy996]

@Mark39 I'm having trouble accessing several areas of my account on the main Sky website — most pages either come up as restricted or just don’t load at all.

Here’s what happens when I use the dropdown menu (top right when logged in):

- My Name > Bills & Payments → “This page is restricted”

- My Name > Product Settings > Manage (Sky Q) → “This page is restricted”

- My Name > Service Checker → Loads and says “Looking Good”

- My Name > Your Products → Loads and displays my TV packages

- My Name > Account Info > Manage Account Info → Blank page

- My Name > My Orders → Loads fine with all info

- My Name > My Messages → “This page is restricted”

The same thing happens in the My Sky app, so it’s clearly account-related rather than a browser issue.

I’ve already tried:

- Logging out of both the browser and app

- Using incognito/private mode

- Deleting and reinstalling the My Sky app

The Sky Go app works fine and shows my Sky ID is linked properly. The issue seems to be with the core account pages — and I just can't get anywhere with support.

Every time I call, I’m taken through the same basic steps I’ve already tried. When that gets nowhere, they transfer me to another department and say they’ll explain the issue... but I always end up blindly transferred, usually to the wrong team, then have to go through security again and re-explain everything from scratch. Then the cycle repeats.

I’ve spent hours trying to get this resolved and honestly, phone support has been completely appalling — and I don’t say that lightly.

But I would also like to resolve why all my posts (appears to be no matter the content) get marked as spam and deleted automatically.

[Mark39]

@TheCableGuy996 We can ask Sky's messaging team to contact you here so that you can report the 'page restricted' issue via a private online chat, if you wish.

With regard to post removals I know from personal experience that once the filters have removed one post, innocuous or otherwise, they appear to assess your future posts more rigorously. Hopefully if you've had a couple of successful posts, things will go back to normal.

[TheCableGuy996]

@Mark39 Thank you, yes please can you have someone message me. I messaged two moderators last evening but haven't had a reply as yet.

As for the SPAM detection, it's clearly OTT when I'm posting legitimate content. I hope they can reset the agressive setting on my account also. If you can also point that out as well I would be greatful as I cannot seem to create a post about anything right now.

Thanks again for your help.

[Mark39]

@TheCableGuy996 @OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[TheCableGuy996]

@Mark39 Thank you Mark, I appreciate the help getting this raised. Have a lovely weekend.

[Beethoven]

Thank you for escalating my post to the Sky messaging team. I can confirm that it has now been dealt with (didn't take too long and not much waiting around) but my credit balance has now to be 'approved' by the Sky finance team who will then decide whether they should refund the money taken ONE WEEK after termination of all my Sky services (that's one week after it had ended, not one week after I had given notice of cancellation). Should I be lucky enough to get their approval then with another 3-5 days it should be back in my bank account, approxiomatelky 2 MONTHS after it was originally taken.

Thanks to @Daniel0210  for escalating this for me and to @Lisa-P1987  for sorting it all out

[Tom-W19]

Thanks for escalating. We've sent an invite to @TheCableGuy996.