topic Re: Still Being Charged for (untrue) unreturned equipment in Broadband

Being charged for returned equipment

Shakes21 — Sun, 15 Dec 2024 21:36:19 GMT

Hiya, Returned equipment to sky on 13th November (proof of postage and email confirmation to prove it) and yet I'm being threatened with a charge if not returned by 3rd Jan. Is this just a business model? Threaten to make extra charge, make it impossible to speak to anyone directly, and then charge them hoping people just won't bother to sort it? Thanks Sky!

Re: Being charged for returned equipment

caesarome — Sun, 15 Dec 2024 21:41:46 GMT

@Shakes21

We are customers here but as you have proof of postage we can ask their messaging team to contact you via a private message on here tomorrow if you want because as long as you respond to their chat invite they should be able to sort this out for you so do you want to be contacted via here ?

Re: Being charged for returned equipment

Shakes21 — Sun, 15 Dec 2024 21:52:26 GMT

Hi Caesarome,

Thanks so much..shame it's left to the customers to do so! Is that something I could have done myself, but just missed? The only options that useless bot gave were the phones which are never available or posting on here..

But yes please that would be very helpful! Thank you for going out of your way to help.

Do I find the chat invite here on the website or in MySky?

Re: Being charged for returned equipment

caesarome — Sun, 15 Dec 2024 22:01:26 GMT

@Shakes21

I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of this page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Being charged for returned equipment

Mr+Flibbles+86 — Mon, 16 Dec 2024 09:01:02 GMT

Thanks for escalating this. We’ve sent an invite to @Shakes21 to chat.

Still Being Charged for (untrue) unreturned equipment

Shakes21 — Sat, 11 Jan 2025 10:26:46 GMT

Hi, I have today received a message from Sky saying my account has been charged due to unreturned equipment.. despite the support team last time saying that there would be no charge as there was no outstanding equipment. Could you reconnect me with an agent, please?

Thanks

Re: Still Being Charged for (untrue) unreturned equipment

GD1 — Sat, 11 Jan 2025 10:54:02 GMT

@Shakes21 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Still Being Charged for (untrue) unreturned equipment

Greenfingers001 — Sat, 11 Jan 2025 14:38:36 GMT

Thanks for escalating this. We’ve sent Shakes21 an invite to chat.