topic Re: Keep receiving texts about a router I have returned in Sky Q

Keep receiving texts about a router I have returned

Scavic — Tue, 26 Sep 2023 18:50:22 GMT

When updating my Sky package I was asked to return a router. This I did on the 23/8/23 using supplied packaging. I have the proof of postage and tracking number.

Sky are not texting me, reminding me to return the item or I will be charged. The text does not give any information on how I can inform them that I have the tracking number.

Trying to call is taking over 40 minutes and I can't afford the time, or frustration, of doing that.

Also tried the chatbot that looked promising to begin with, but led to a dead end.

Is there a simple way of letting Sky know the item is returned from my online account?

Thanks in advance for any assistance.

Re: Keep receiving texts about a router I have returned

Laing1 — Tue, 26 Sep 2023 18:53:21 GMT

@Scavic wrote:

When updating my Sky package I was asked to return a router. This I did on the 23/8/23 using supplied packaging. I have the proof of postage and tracking number.

Sky are not texting me, reminding me to return the item or I will be charged. The text does not give any information on how I can inform them that I have the tracking number.

Trying to call is taking over 40 minutes and I can't afford the time, or frustration, of doing that.

Also tried the chatbot that looked promising to begin with, but led to a dead end.

Is there a simple way of letting Sky know the item is returned from my online account?

Thanks in advance for any assistance.

@Scavic I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Keep receiving texts about a router I have returned

Addie15 — Wed, 27 Sep 2023 08:03:25 GMT

Hi there! Thank you for escalating this. We have sent an invite to Scavic.

Re: Keep receiving texts about a router I have returned

Greenfingers001 — Thu, 28 Sep 2023 14:43:41 GMT

Update:

Spoke with @Scavic and resolved issue

Thanks again for the escalation have a great evening 🙂

Re: Keep receiving texts about a router I have returned

Ohmydays — Thu, 28 Sep 2023 15:47:55 GMT

Having a similar issue myself I was told to send a photo of receipt on www.sky.com /up load my photo but I can't find anything on line maybe you will have more luck