Getting Touch from Canada

[EmmaBurney]

Hey - I am living in Canada, how can I get in touch with sky without having to call?

I still have a mobile account and it looks like my papyment has gone onto the TV account which I obvioulsy don't have anymore.

I thought Sky had live chat?

Thanks

[SKY1992bf]

@EmmaBurney Mobile and tv accounts are completely separate and money can't be transferred between them 

did you cancel tv and returned any loaned tv equipment before leaving uk, did you also get email confirmation of cancellation 

[EmmaBurney]

I left the UK 2 years ago so all the account had been cleared.

I just logged on this morning to pay my mobile account which I still have but for some reason it went into the TV billing, I am not sure why as I clicked on mobile billing.

I didn't realise until I had made the payment.

It will cost me too much to call from here as we don't have land lines just mobile phones.

[SKY1992bf]

@EmmaBurney  I don't know if they can help but to see if they can I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

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

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[EmmaBurney]

Thank you for your help.

I am not sure why the account is still open as it was cancelled in 2020 and since then all of the bills have been £0.

I sent all the Sky Q boxes back and had confirmation we were leaving Sky as I had to pay early termination charges too.

So just to confirm, I should receive a chat icon at the bottom of my screen at some point?

Thanks

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat
 

[Mr+Flibbles+86 · Accepted solution]

Update - This has now been resolved on a private chat

[EmmaBurney]

@SKY1992bf

Thank you for your help with this. 

I have spoken to an advisor who was really helpful and I should receive a refund in 3-5 days.

Enjoy the rest of your weekend 🙂