topic Re: New router - returning old one in Broadband

New router - returning old one

Busboyelite — Mon, 08 Jul 2024 09:15:41 GMT

Hi, got new router last week and was told to return old one. I still have original box etc (5 years old) but have been given no means to return it. Call handler told me that the delivery agent would take the old one when he delivered the new one but it was Royal Mail so it wasn't collected. Called Sky back and got nowhere, don't want to be billed for it so any advice appreciated, thanks

Re: New router - returning old one

Daniel0210 — Mon, 08 Jul 2024 09:26:59 GMT

@Busboyelite
You can use any packaging as long as it’s secure and remember to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: New router - returning old one

Highlinder — Mon, 08 Jul 2024 09:40:47 GMT

@Busboyelite Which router is the older one from the link below Unless you are asked to return he router keep hold of it as a back-up just incase something goes wrong.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

Re: New router - returning old one

Busboyelite — Mon, 08 Jul 2024 09:57:20 GMT

Thanks @Daniel0210

Now got 2 conflicting replies , one say return, one says keep hold !!

It's a "sky q hub" that has been replaced

Re: New router - returning old one

Busboyelite — Mon, 08 Jul 2024 09:58:26 GMT

Thanks @Highlinder

Now got 2 conflicting replies , one say return, one says keep hold !!

It's a "sky q hub" that has been replaced

Re: New router - returning old one

Daniel0210 — Mon, 08 Jul 2024 09:59:34 GMT

@Busboyelite wrote:

Hi, got new router last week and was told to return old one.

@Busboyelite

The above comment in your original post was the reason for the reply I gave.

Re: New router - returning old one

Highlinder — Mon, 08 Jul 2024 10:00:11 GMT

@Busboyelite The older Sky Q hub is being phased out and from what has been seen on the forum that they need not be returned. If you are not asked to return or told to recycle it yourself you will have your answer.

Re: New router - returning old one

TimmyBGood — Mon, 08 Jul 2024 10:00:14 GMT

@Busboyelite

It appears that Sky isn't requiring return of Q Hubs any more: they are all due to become obsolete with the end of PSTN.

I'd suggest hanging on to it for a while though.

Re: New router - returning old one

Busboyelite — Mon, 08 Jul 2024 10:44:37 GMT

Thank you

Re: New router - returning old one

Busboyelite — Mon, 08 Jul 2024 10:44:56 GMT

Thank you

Re: New router - returning old one

Crlaiz — Sat, 25 Apr 2026 08:25:30 GMT

Hi,

I recently received and email from Sky saying that my hub was outdated and needed to be replaced. In that email they said the following:

If you decide to move to a newer hub, please remember to return the old one to us. Here are some instructions on how to do so.

I followed the instructions to request a new one, and the confirmation email I received later said this:

There's no need to return the following Sky equipment:

Sky Q Hub

You won't be charged a non-return fee for this kit. All we ask is that you recycle it responsibly should you choose not to keep it. If you're unable to recycle the equipment, you're still welcome to send it back to us.

Here's how to recycle or return your Sky equipment for free

So yes, conflicting instructions. However I take the latter communication as the prevalent one, so I'll keep the old hub for a while and then I'll recycle it locally.

I hope this helps

Re: New router - returning old one

Daniel0210 — Sat, 25 Apr 2026 09:34:51 GMT

@Crlaiz

I exchanged my Sky Q hub for a Broadband hub in February 2025 after receiving the same email. I didn't need to return the Sky Q hub.