topic Re: Delivery charge in Broadband

Delivery charge

TP61 — Thu, 12 Feb 2026 13:50:35 GMT

Charged a hub delivery charge that should have been free as per my contract, and sky refusing to refund.

Re: Delivery charge

TP61 — Thu, 12 Feb 2026 13:58:06 GMT

Has anyone else had the same problem? Just to note, it also arrived 16 days after my internet activation date!!

Re: Delivery charge

Daniel0210 — Thu, 12 Feb 2026 14:22:40 GMT

@TP61

How was it delivered (who by) because hubs are normally delivered by Royal Mail?

Re: Delivery charge

TP61 — Thu, 12 Feb 2026 14:36:59 GMT

I can't recall if it was Royal Mail or UPS. In a nutshell, they couldn't figure out why it hadn't arrived and after several conversations, they eventually managed to get out dispatched on 31st January, arriving 1st Feb. This was the only hub I received so not an exchange etc. New customer. They've promised refunds of the charge every time I've chased including the person I was speaking to on the phone on 3rd. Today, they have changed their mind. Their reason - delivery charges are none refundable. They aren't grasping the fact that the delivery charge should not have been applied to start with. My contract specifies free delivery.

Re: Delivery charge

Daniel0210 — Thu, 12 Feb 2026 14:40:32 GMT

@TP61

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Sky will then have up to 8 weeks to resolve it or you can then request a deadlock letter.