topic Re: Broadband equipment return in Broadband

Broadband equipment return

Stuart261 — Tue, 30 Jul 2024 08:07:59 GMT

I recently cancelled Sky Broadband (I was out of contract). Sky sent out packaging to return the router, which I did. I have proof of posting and delivery, however I received this text from Sky today:

Hi. Please return our Sky equipment as soon as possible to avoid non-return charges. For more information on how to return the equipment, call us

(removed)

or go to sky.com/returns

Because I'm still a sky mobile customer, that number only takes me to Sky mobile and there are very long waits.

How else can I contact Sky? I've heard of Sky hassling people, even when they've returned equipment and I'd like to cut this off at the pass!

Moderator note: Removed phone number.

Re: Broadband equipment return

Highlinder — Tue, 30 Jul 2024 08:13:23 GMT

@Stuart261 You can just dial 150 on your mobile as it is with Sky and just listen through the voice prompts ignoring the text they send you for to come here.

Re: Broadband equipment return

Stuart261 — Sun, 18 Aug 2024 10:56:44 GMT

Thanks.

I've phoned Sky, but today had another text and email today saying I hadn't returned the router, this time giving a deadline and what the charge will be.

When I phoned Sky they seemed to accept the tracking showing as delivered and reassured me that I wouldn't receive any more texts or emails, but that obviously hasn't worked.

Is there anything else I can do?

Re: Broadband equipment return

Daniel0210 — Sun, 18 Aug 2024 10:59:19 GMT

@Stuart261
Have you still got that proof of posting?

Unipart are the company that deal with returns and are taking more than 2 weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it should be a fairly straightforward process. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

Re: Broadband equipment return

Stuart261 — Sun, 18 Aug 2024 11:02:07 GMT

Thank you.

Yes, I do have proof of posting, using Sky's Royal Mail label and packaging. It was delivered on 17th July.

Re: Broadband equipment return

Daniel0210 — Sun, 18 Aug 2024 11:05:57 GMT

@Stuart261
I’ll escalate todays post to Sky when it’s more than the obligatory ten minutes old and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Broadband equipment return

Daniel0210 — Sun, 18 Aug 2024 11:07:53 GMT

Escalated @Stuart261

Re: Broadband equipment return

Stuart261 — Mon, 19 Aug 2024 11:32:06 GMT

Thank you. No sign of a link yet - should I have expected one by now?

Re: Broadband equipment return

Daniel0210 — Mon, 19 Aug 2024 11:35:55 GMT

@Stuart261 wrote:

should I have expected one by now?

@Stuart261

Usually yes although I don't know how busy they are or staffing numbers.

Re: Broadband equipment return

Stuart261 — Wed, 21 Aug 2024 10:51:45 GMT

Hello. Still no link. Would it be possible to escalate it again? Thank you.

Re: Broadband equipment return

Chrisee — Wed, 21 Aug 2024 10:58:15 GMT

@Stuart261 I have done that for you.

Re: Broadband equipment return

Stuart261 — Thu, 22 Aug 2024 12:14:27 GMT

Still nothing - it should appear as a link in this thread? I've turned all content blockers off and tried an alternative browser too.