topic Re: Cancelled in Sky Q

Cancelled

Kevyn72 — Wed, 13 Sep 2023 11:36:58 GMT

Last month I cancelled my sky package, and was asked to send my sky Q equipment back.
I've done this and had an email of sky confirming this.
Now I'm receiving messages asking me to return my equipment or be charged.
I don't take well to threats and would appreciate if you can stop these messages being sent.
Please also arrange a call off a manager to discuss this issue!

Re: Cancelled

Daniel0210 — Wed, 13 Sep 2023 11:52:13 GMT

@Kevyn72

Have you retained that email? By the way, you aren’t talking to Sky Customer Services here. This is a forum whereby customers try to help other customers.

Re: Cancelled

Kevyn72 — Wed, 13 Sep 2023 12:02:59 GMT

Hi Daniel

Yes I've saved the conformation email.
Juat a bit disconnecting to receive these messages, especially while I'm on holidays.

Kevyn

Re: Cancelled

Daniel0210 — Wed, 13 Sep 2023 12:05:50 GMT

@Kevyn72

No one will call you but I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

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

Re: Cancelled

Greenfingers001 — Wed, 13 Sep 2023 12:40:18 GMT

Thanks for escalating this. We’ve sent @Kevyn72 an invite to chat.

Re: Cancelled

Lisa-P1987 — Fri, 15 Sep 2023 13:16:52 GMT

Thanks for chatting to us @Kevyn72 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Cancelled

Kevyn72 — Fri, 15 Sep 2023 16:24:45 GMT

Hi Lisa

sorry for the late reply I'm on holiday.
so what can be done?

these messages I'm receiving are worrying to me.

Re: Cancelled

Daniel0210 — Fri, 15 Sep 2023 17:04:47 GMT

@Kevyn72

So providing you have proof of posting the equipment back or the email confirming they've received it either call Sky or, when you're back from your holiday, we can escalate your post to Sky again. That may result in you being charged non return fees in the meantime but hopefully Sky will reimburse you with the appropriate proof.