topic Re: Charged for not returning equipment in Archive

Charged for not returning equipment

Mr+Swift — Tue, 22 Feb 2022 12:58:19 GMT

Having moved home 3 years ago into a new build and hopefully taking all my sky services with me I logged everything correctly with Sky.

On moving into my new home, unfortunately Sky could not provide my broadband duo to the new home having fibre direct into the property (Sky engineer attended and this is what I was informed).

I therefore had to have my broadband provided by BT.

The Sky engineer at the time did not want my Sky router.

Earlier this year I became aware that Sky could now provide me with broadband. I therefore contacted Sky and explained the situation and I re-joined Sky for broadband. The person that I spoke to on the telephone asked if I still had the old Sky equipment even though it would be outdated. I expained that I had disposed of the equipment as Sky didn't want it returning 3 years earlier.

He said that he would put a note on my file so I wouldn't be charged for not returning the equipment.

I have recieved 3 reminders asking me to return the equipment and each time I have replied saying that I don't have it.

I have now been billed an extra £50 for non returning of equipment...

What can I do? This is unreasonable. I also find no way on the website of dealing with this matter.

Re: Charged for not returning equipment

SKY1992bf — Tue, 22 Feb 2022 13:07:12 GMT

@Mr+Swift If the equipment was q branded then I'm afraid the agent was wrong in what they told you, as all q equipment must be returned on cancellation any non returns are chargeable at the said rate and Sky are within there right to charge

you could raise a formal complaint

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Charged for not returning equipment

Mr+Swift — Tue, 22 Feb 2022 18:12:35 GMT

I had sky+ before moving to my new home. Only got sky q when moving to my new house.

Re: Charged for not returning equipment

SKY1992bf — Tue, 22 Feb 2022 18:27:47 GMT

@Mr+Swift if you had broadband with Sky previously the equipment you previously had for broadband could have been q branded

Re: Charged for not returning equipment

Mr+Swift — Tue, 22 Feb 2022 19:10:34 GMT

Not sure sky q brand was about when I got my sky router. Think I got it about 2005!

I will check before calling sky on a customer service number.

Could you please be helpful by providing me the best number to call on.

Thanks

Re: Charged for not returning equipment

Daniel0210 — Tue, 22 Feb 2022 19:12:44 GMT

@Mr+Swift
If you already have a Sky Talk landline or a Sky Mobile ring Sky free by just dialling 150. Otherwise you can use this link:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides an 0333 number.
ROI: change the flag in the very bottom corner of the same link to the ROI flag then scroll down and click on ‘Need more help’ and it provides an 0818 number.
The Community filters don’t allow us to type the number full.

Apparently the lines are sometimes quieter just after 7am or about 9pm so it may be worth trying then (times vary in the ROI). Stay on the line and don’t hang up if you’re prompted to.

Re: Charged for not returning equipment

SKY1992bf — Tue, 22 Feb 2022 19:14:49 GMT

@Mr+Swift There is only one number and it can be found by clicking on the need more help drop down at the very bottom of this link

https://www.sky.com/help/home#M1014

Re: Charged for not returning equipment

Mr+Swift — Tue, 22 Feb 2022 19:15:23 GMT

In addition, telling me the engineer was mistaken is poor customer service.

If I had never gone back to sky for my broadband that incidentally I pay for, then I would never have been charged £50??

The world has gone mad. I actually think it may be illegal to try and claim money for equipment that hadn't been returned 3 years later.

I think the term I am looking for is 'statue barred'.

Re: Charged for not returning equipment

SKY1992bf — Tue, 22 Feb 2022 19:34:22 GMT

@Mr+Swift A quick google search has revealed a company can chase payment for upto six years from when it was applied

Image will appear once approved

Re: Charged for not returning equipment

Lisa-P1987 — Wed, 23 Feb 2022 12:03:59 GMT

Hi there Mr+Swift, I think this is something my team can help you with.

I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 🙂

Re: Charged for not returning equipment

Mr+Flibbles+86 — Fri, 25 Feb 2022 13:37:07 GMT

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks