Sky - March 2026

Nikki is investigating why Sky have been continuing to bill customers after they’ve cancelled their contracts.

Amanda from Tunbridge had been a Sky customer for 22 years and decided to switch her broadband and landline in December 2024. She got in touch with Sky and it promised that it would cancel her contract again and she would get a refund. Sky kept taking direct debit payments – amounting to £400 over the next 11 months - despite 4 letters from Sky ‘confirming’ the cancellation.

Sarah from Royal Wootton Bassett, cancelled her landline, broadband and TV when she moved house last July but Sky continued to send her bills. She then started receiving letters from a debt collector, on behalf of Sky, because she hadn’t paid her Sky bills. Sarah then later received phone calls from the debt collector agency nearly every other day.

Janet from South Wales went with a new provider in December, who said would switch her over but instead, Sky kept taking money from her. Janet has now received letters from Sky in January, February and now March that all ask her to pay up for her monthly bill that she ‘doesn’t have.’

We reached out to Sky, who told us it takes reports like ours extremely seriously and that it’s sorry for the impact on the customers involved. It said that in each of the cases Watchdog highlighted, Sky’s advisers took the correct initial actions to process their cancellations, but in some instances, requests were not processed as quickly or smoothly as they should have been, resulting in continued billing. We were told that this not the experience Sky wants any customer to have.

We were told that the company has now taken action to resolve each case, including contacting each customer directly to apologise for their experience, correcting billing and issuing refunds, as well as offering goodwill gestures. According to Sky, all customers have confirmed they are satisfied with the outcome.

Sky concluded by saying that, while these cases are not connected and each arose from specific circumstances, it recognises that any instance of incorrect billing falls short of the standards it sets itself. Finally, we were told that the company has taken steps to strengthen its processes and oversight to reduce the likelihood of similar issues occurring in the future, and ensure it delivers the best possible service to its customers.