Sky Support Chat unavailable once signed in..?

[Anonymous]

Hi everyone,

I'm having a bit of an issue with the Sky Support chat thing. When I sign in it says its unavailable. But signed out it says its active and I can sign in to use it. Am I doing something wrong? I need to contact Sky over a double charge.

Thanks

[GD1]

@Anonymous  If you could provide some more details regarding your billing issue we may be able to escalate your post to the Community Messaging Team.

Is there a credit showing on your account?

[caesarome]

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@Anonymous wrote:

I need to contact Sky over a double charge.

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Is this an actual double charge or is this an issue when you paid manually and Sky took the payment via your usual payment method ?

[Anonymous]

No it all seems fine on my account and no red flags. I joined Sky a month ago and for some reason my first bill was taken last week even though it was taken before that. So I asked for a refund and it still hasn't came through thats why I was trying to contact Sky.

[caesarome]

The first two bills are always higher due to the date period they cover (longer than the usual 4 weeks) as you can read about here, halfway down the page here, as a new customer you are also billed twice within the first month:

https://www.sky.com/help/articles/understanding-my-bills

So have you checked your future bills to see what they show:

https://www.sky.com/manage/bill/future

[Anonymous]

Yes I understand that but the bill was already paid.. and I still don't really get why the support chat was unavailable for me. When I contacted Sky they admitted to the overcharge and said they would issue a refund and I got a text message saying it was processed and it showed on my account that this months bill (due 16th July) went back to £5 when previously it said £0. This is all really confusing and as a consumer with next to no knowledge its a bit difficult understanding everything.

[caesarome]

What Sky might have done is applied a credit to your account instead if actually refunding it back to you so do you see a credit, if it isn't on this bill it might show on the next one.

[Anonymous]

Don't know.. but it all looks as if I got refunded with no credit. Its all a bit confusing and Im sorry for not maybe explaining it the best. I got the chat working so maybe it was just my computer.. thank you for the help..