topic Re: Returned Broadband kit in Broadband

Returned Broadband kit

GrahamSm — Tue, 01 Jul 2025 18:21:51 GMT

Hi, I have returned my Sky broadband router as requested, I have images of the router in the packaging, the label on the packaging and the Post Office tracking receipt. Now I've received a text from Sky saying that I am being charged for not returning the kit. The virtual assistant is no help and when I called Sky I was told that I would receive a text message with a link but this hasn't arrived. Any advice on how I can talk to someone at Sky about this? Thanks

Re: Returned Broadband kit

caesarome — Tue, 01 Jul 2025 18:23:55 GMT

@GrahamSm

To get you some help with this 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 this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the 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: Returned Broadband kit

Daniel0210 — Tue, 01 Jul 2025 18:24:12 GMT

@GrahamSm
Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We can maybe get you some help from Skys Messaging Team. If you have the proof it should be fairly straightforward. Let us know in this thread if you want to engage in a chat with Sky.

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: Returned Broadband kit

Tom-W19 — Wed, 02 Jul 2025 07:17:46 GMT

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