topic Re: Sky Broadband delivered, but not ordered in Broadband

Sky Broadband delivered, but not ordered

CaB97 — Mon, 09 Mar 2026 11:32:58 GMT

Around 2 weeks ago, I placed an order of a Sky Glass Air and broadband, due to not recieving my contract sky cancelled my order. I was able to reorder the TV but we did not reorder the broadband.

However, yesterday we received a Sky Hub broadband box in the post but it is not in my contract. I am very confused and do not know what to do.

I have tried to talk to the online chat bot, but it does not understand my situation and I have no service to ring sky themselevs and speak to someone.

I just want to know if I need to send the broadband box back or if we can use it and cancel the other broadband we have.

Re: Sky Broadband delivered, but not ordered

caesarome — Mon, 09 Mar 2026 13:36:28 GMT

@CaB97

Does anything appear here regarding a broadband order:

https://www.sky.com/ordertracking

If not, or even if it does you might want to contact Sky to confirm what is happening,

You can use this link to return it:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

Re: Sky Broadband delivered, but not ordered

JimM1 — Mon, 09 Mar 2026 13:38:00 GMT

@CaB97 If Broadband is NOT on your account, then it needs to go back to sky, or they will charge you for it, see the link below all about the returns process...... Be sure to document as much as possible all the details and slip it in the returns box, also keep your proof of returns forever.....

Return Sky TV or Sky Broadband equipment | Sky Help | Sky.com | Sky Help | Sky.com

Re: Sky Broadband delivered, but not ordered

CaB97 — Mon, 09 Mar 2026 13:45:10 GMT

It does not come up on my order history, that's is why I'm so confused by it.

when I go onto the returns section it says about not returning things unless asked too.

Re: Sky Broadband delivered, but not ordered

JimM1 — Mon, 09 Mar 2026 13:51:04 GMT

@CaB97 It's a process, you ordered and cancelled the BB portion due to the problem but the sky Hub escaped that process and left went out the door, but hold onto it a couple weeks to see all that happens, your choice but DO NOT be surprissed that sky comes back later way down the road and say's oops you owe us a £100 because we sent it to you, and then promptly takes that out your method off payment, all just heads up and you can head it all off at the pass if you wish!

Re: Sky Broadband delivered, but not ordered

caesarome — Mon, 09 Mar 2026 13:52:42 GMT

@CaB97 wrote:

when I go onto the returns section it says about not returning things unless asked too.

That is why you need to give them a call @CaB97 to find out what's happening.