Out of broadband contract, changed provider, sky still took money from my account

[Nothappy3]

Out of broadband contract, changed provider, sky still took money from my account .

How do you get a refund 

And how do you get it contact with a person not some useless AI thing

[Daniel0210]

@Nothappy3 

How did you cancel with Sky / move to the new provider? 

[Nothappy3]

The new provider should have contacted sky to tell them

[Daniel0210]

@Nothappy3 

Broadband bills are generated 14 days before the payment date so depending on when your payment date was, and when your switch was processed it's normal to have another bill. 

What do future bills show? 

[JimM1]

@Nothappy3 You should also have been notified by sky that you were now moved to the other ISP, bills are still produced, money is taken and it all takes upto 60 day's before final and refunds are applied. If sky were not informed then they assume you are still with them, how would they know otherwise?

[Nothappy3]

Well considering not all of us are experts, also I've changed 3 times before and never had an issue . Mind you it was also easier to contact past suppliers directly.

In your expert opinion what is now the best course of action to inform them and get a refund. Also is it possible to contact them  directly rather than going round in circles with AI things or on chat rooms.

Thanks 

[JimM1]

@Nothappy3 When did you go active with your new Broadband provider!

[Daniel0210]

@Nothappy3 

Refunds should normally take about six weeks from the last day of Sky 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 that process is currently unavailable 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; either by calling, through Sky Assistant or through social media, Providing your payment method is still active they should then be able to refund it in 3-5 WORKING days.

The current methods for contacting Sky are below and 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.