Hi I was due to get refunded due to broadband not connect in my new home 55 was taken but 50 was not

[Luvinia]

Hi I'm due to be refunded 50e last week due to no service ...55got taken from sky but cudnt refund my 50e please can it be sorted as not paying for a service that's not connected

[Invisiblename]

@Luvinia  This is a user forum, you're not speaking to Sky.  You have to phone them to discuss account details 

[caesarome]

@Luvinia 

You don't need to call as I have escalated your post to Sky who will be in touch with you regarding this via a blue bubble which will appear on the right handside of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[TechmanagerMal]

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@Luvinia wrote:

Hi I'm due to be refunded 50e last week due to no service ...55got taken from sky but cudnt refund my 50e please can it be sorted as not paying for a service that's not connected

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• As you quote your refund request in Euros does that indicate you are an ROI customer?
• If so @caesarome's advice may not apply and you should contact Sky in the usual manner.

[caesarome]

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@TechmanagerMal wrote:

• If so @caesarome's advice may not apply and you should contact Sky in the usual manner.

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No, my post still stands which is why I escalated it knowing that they are an Ireland based customer based on their post..

[TechmanagerMal]

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@caesarome wrote:

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@TechmanagerMal wrote:

• If so @caesarome's advice may not apply and you should contact Sky in the usual manner.

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No, my post still stands which is why I escalated it knowing that they are an Ireland based customer based on their post..

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• I was suggesting your advice may not apply following this post from @Mark-Br who said
• "At this time, Community Messaging agents are UK based, but they're able to offer support to our Irish customers on a whole range of topics (not all)."

[caesarome]

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@TechmanagerMal wrote:

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I was suggesting your advice may not apply following this post from @Mark-Br who said

• "At this time, Community Messaging agents are UK based, but they're able to offer support to our Irish customers on a whole range of topics (not all)."

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I'm not sure why this is so important for you to know but the not all does not apply here.

[TechmanagerMal]

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@caesarome wrote:

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@TechmanagerMal wrote:

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I was suggesting your advice may not apply following this post from @Mark-Br who said

• "At this time, Community Messaging agents are UK based, but they're able to offer support to our Irish customers on a whole range of topics (not all)."

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I'm not sure why this is so important for you to know but the not all does not apply here.

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• Its necessary to allow me to give ROI customers the correct advice, @Mark-Br must have thought so too thats why he posted the information.

[SKY1992bf]

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@TechmanagerMal wrote:

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@caesarome wrote:

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@TechmanagerMal wrote:

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I was suggesting your advice may not apply following this post from @Mark-Br who said

• "At this time, Community Messaging agents are UK based, but they're able to offer support to our Irish customers on a whole range of topics (not all)."

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I'm not sure why this is so important for you to know but the not all does not apply here.

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• Its necessary to allow me to give ROI customers the correct advice, @Mark-Br must have thought so too thats why he posted the information.

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A post wouldn't get escalated if there was no possibility of sky being able to help via this route, and I have seen similar posts from ROI customers which have been successfully escalated with a positive result.

the not all topic point also goes for uk based customers and again a post wouldn't get escalated if there was no possibility of a positive outcome again as @caesarome  points out this is not the case in regards to this query 

[Lisa-P1987]

Just to clear things up. For ROI customers, our community chat team can deal with pretty much anything aside for broadband and landline, we do not have the same testing system as our ROI colleagues and cannot book engineers. Everything else we can deal with, including billing queries. 

[TechmanagerMal]

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@Lisa-P1987 wrote:

Just to clear things up. For ROI customers, our community chat team can deal with pretty much anything aside for broadband and landline, we do not have the same testing system as our ROI colleagues and cannot book engineers. Everything else we can deal with, including billing queries. 

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• As ever good shared knowledge from @Lisa-P1987 - freedom of information helps everyone?