Switched and billed

[Lema11]

Hi,

I usually get billed on the 2nd for my sky broadband, I switched to another provider and that activates today 6th May. On the 2nd I was still billed the usual amount by Sky. When I check my account it shows credit will be put in my account next month June because of the switch. I don't need credit as I won't be using any sky services, I just want a refund. And is it possible to get a refund this month instead of waiting for June? I was taken by surprise that a full payment was even taken. The new broadband bill will probably come in later this month and I was not prepared for two separate bills. The guy I spoke to from sky told me they've arranged the switch with this other provider it's all sorted out and so I stupidly assumed the transition would be smooth sailing financially.

[Daniel0210]

@Lema11 

What has happened is normal. Bills are generated 14 days before your payment date so the latest bill was generated on or about the 18th April when you were still a Sky customer. 

A refund should now take about 6 weeks from your last day of connection (but do appear to be taking longer in some cases). Leave your payment method active so the refund can be processed as soon as possible. 

[caesarome]

@Lema11 

A credit will appear before it can then be refunded so when you do see the credit if you post back on here we can arrange some help for you to get this refunded otherwise you will be waiting up to 6 weeks for it to be auto refunded.

[DenzelB]

I have a credit of £38.34! Can you please help me get it refunded? Contacting SKY via the app is impossible & need the refund asap as my new BB supplier is requesting 1st bill payment 😞 Thanks x

[caesarome]

@DenzelB 

We could usually help you via here by escalating your post to Sky about this but this has not been available for a while now so you will have to contact them yourself so the number might be visible at the end of the help flow:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

[DenzelB]

Thanks Caesarome! Il give calling them a try tomorrow. My new supplier informed them 14 days prior me switching & everything was completed on 1st Dec 2025. My DD date was 25th month & my contract with sky ended on 30th November 2025 which was a sunday so the 1st December was the next working day for installation. Sky billed me my normal payment + an extra 4 days hence my over payment of just over £38. Its just annoying that i have to contact Sky to ask for my money back then made to wait up to 6 weeks for it! It should be automatically refunded as now i have my new supplier bill to pay aswell, it may not sound much money to some but to me a person with multiple disabilities, some hereditary, some just happend but mainly through my previous heavy manual work, its a lot of money. My opinion is why does Sky have an app for everything else but not for contacting them? Its one of the reasons i left plus the mid contract price hikes. Anyway thank you for your help & information il try them tomorrow.