topic Re: Issue with return of old Sky router in Broadband

Issue with return of old Sky router

lc87 — Wed, 04 Dec 2024 13:29:07 GMT

Hi,

last month I upgraded my Sky router and posted the old one back as requested. Yesterday I received a text saying I still need to return my equipment..I have proof of postage etc but I presume Sky haven't received the old

Router for some reason.

can I please speak to someone who can help me resolve this? The message threatened me with a fine which I obviously do not want!

thanks

Re: Issue with return of old Sky router

caesarome — Wed, 04 Dec 2024 13:31:51 GMT

@lc87

We can alert Skys messaging team for you as they will then send you a private message via here if you would like ?

Re: Issue with return of old Sky router

lc87 — Wed, 04 Dec 2024 13:37:20 GMT

Yes please that would be much appreciated!

Re: Issue with return of old Sky router

lc87 — Wed, 04 Dec 2024 16:39:09 GMT

@caesarome

Re: Issue with return of old Sky router

Daniel0210 — Wed, 04 Dec 2024 16:41:44 GMT

@lc87
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look 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 periodically.

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: Issue with return of old Sky router

Addie15 — Wed, 04 Dec 2024 16:52:47 GMT

Hi there! Thank you for escalating this. We have sent an invite to @lc87.

Re: Issue with return of old Sky router

Tom-W19 — Thu, 05 Dec 2024 09:25:51 GMT

Thanks for escalating. We've sent an invite to @lc87.

Re: Issue with return of old Sky router

lc87 — Thu, 05 Dec 2024 09:28:15 GMT

This has now been resolved thanks.

Re: Issue with return of old Sky router

Lisa-P1987 — Thu, 05 Dec 2024 11:15:43 GMT

Thanks for updating us 🙂

Re: Issue with return of old Sky router

GW88 — Wed, 05 Feb 2025 10:40:33 GMT

Hi,

Can I ask how this was resolved? I have a similar issue. I posted the equipment using Sky supplied boxes and postage and got an e mail from Sky saying the equipment was with their courier.Now they are trying to charge me as they say they don't have it.

Re: Issue with return of old Sky router

lc87 — Wed, 05 Feb 2025 10:47:59 GMT

Hi,

I was invited to a private chat by the support team and I explained the situation, showed them my proof of postage and they marked it as returned in their system and I haven't had another message asking for it to be returned since!

hopefully the moderators on here will be able to do the same for you!

Re: Issue with return of old Sky router

Daniel0210 — Wed, 05 Feb 2025 10:50:38 GMT

@GW88

Have you still got that email and/or the proof of posting?

Re: Issue with return of old Sky router

GW88 — Wed, 05 Feb 2025 11:03:05 GMT

I have the e mails which were in my Sky account inbox.. Have sent it to them Still won't accept that. Now looking for a copy of a receipt , which my Post Office don't issue when it is Sky provided postage and packing.

Re: Issue with return of old Sky router

Daniel0210 — Wed, 05 Feb 2025 11:06:04 GMT

@GW88

The Post Office issue what looks like a till receipt when you return the items although they can't or won't issue one retrospectively. Would you like your issue to be escalated to the Messaging Team on here to see if they can help you via a private chat?

Re: Issue with return of old Sky router

GW88 — Wed, 05 Feb 2025 11:15:13 GMT

My Post Office doesn't routinely. The e mails actually say the articles are with the Sky courier. I assumed that offers them the tracking facility as it doesn't say on any instructions to get a separate receipt and/or tracking number etc. I am already in conversation with Sky Team by e mail.I was just looking to see if others had the same experience as I am not sure how they expect me to control the article once it is with their courier. Been with Sky for decades.Never had an issue previosuly.

Re: Issue with return of old Sky router

GW88 — Wed, 05 Feb 2025 11:27:41 GMT

Thanks for letting me know. I don't have the receipt, but thought that an e mail from Sky themselves indicating it was in the possession of their courier would have been sufficient. More fool me.