topic Re: Being charged for returned equipment in Sky Q

Being charged for returned equipment

EmmaB139 — Mon, 29 May 2023 12:34:40 GMT

I cancelled my sky tv and broadband earlier this year and returned my equipment end of April. Today (end of May) I've received an email stating that a nine return charge has been applied to my account. I've tried ringing the number on the email but I can't get my query directed to the correct department. It's all very frustrating! Does anyone know an email address I can send proof of return to?

Re: Being charged for returned equipment

caesarome — Mon, 29 May 2023 12:36:02 GMT

@EmmaB139

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Being charged for returned equipment

EmmaB139 — Wed, 31 May 2023 07:38:57 GMT

Hello,

Thankyou for escalating this for me. I haven't seen a bubble appear yet, does it take this long usually?

Thanks in advance!

Re: Being charged for returned equipment

Invisiblename — Wed, 31 May 2023 07:46:13 GMT

@EmmaB139 wrote:
Hello,

Thankyou for escalating this for me. I haven't seen a bubble appear yet, does it take this long usually?

Thanks in advance!

@caesarome On behalf of @EmmaB139 , have you seen her comment about not receiving the chat bubble?

Re: Being charged for returned equipment

Daniel0210 — Wed, 31 May 2023 09:35:49 GMT

@EmmaB139

It looks like the first escalation didn't go through so I’ve escalated your post to Sky again and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

Re: Being charged for returned equipment

Lisa-P1987 — Wed, 31 May 2023 10:16:08 GMT

Thanks for escalating this. We’ve sent EmmaB139 an invite to chat.

Re: Being charged for returned equipment

Addie15 — Sat, 03 Jun 2023 15:48:13 GMT

Update-We are closing this session now as this has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.