topic Re: Returning equipment in Sky Q

Returning equipment

Bobs+mum — Mon, 26 Jun 2023 08:27:23 GMT

just received a box to return my sky q box but I've already returned it , who do I need to contact about this please ? I don't want to be charged

Re: Returning equipment

GD1 — Mon, 26 Jun 2023 08:36:03 GMT

@Bobs+mum When did you return the item? Did you keep proof of postage?

Re: Returning equipment

Bobs+mum — Mon, 26 Jun 2023 08:38:42 GMT

I did , will have to dig it out , but literally the day I received the new sky stream

box .

Re: Returning equipment

GD1 — Mon, 26 Jun 2023 08:40:54 GMT

@Bobs+mum Normally these don't need to be returned until the 31 day cool off expites, this will be why you've just received the packaging.

Re: Returning equipment

SophieChamb — Mon, 11 Sep 2023 09:20:39 GMT

Hi, what address did you sent it to please? I need to do the same. Thanks.

Re: Returning equipment

Daniel0210 — Mon, 11 Sep 2023 09:22:02 GMT

@SophieChamb

Have you cancelled?

If you’ve successfully cancelled your subscription Sky should send out returns packaging near the end of the cancellation period, [14 days for Broadband hub and 31 days for Sky Q box(es)], to the address that the subscription was registered at.

Note:~ If you’ve switched from Sky Q to Sky Glass the packaging is usually sent out after 31 days in case you change your mind about Glass.

You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

If you haven’t anything suitable contact Sky again and see if they’ll re-send. Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Returning equipment

Phil19581 — Thu, 14 Sep 2023 10:35:36 GMT

I have returned my equipment but sky keep sending me messages to return it or I will be charged for it.

Re: Returning equipment

caesarome — Thu, 14 Sep 2023 10:58:03 GMT

@Phil19581

Have you got proof of posting ?

Re: Returning equipment

Phil19581 — Thu, 14 Sep 2023 16:24:26 GMT

Yes, I have the post office receipt. It's just getting so inconvenient that they keep messaging me to return items I've already returned, and quite frankly they are items they'll just recycle or throw in a skip.

Re: Returning equipment

Daniel0210 — Thu, 14 Sep 2023 16:26:00 GMT

@Phil19581
I’ve escalated your post to Sky and the Messaging Team may get in touch with you later or tomorrow.

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: Returning equipment

Lisa-P1987 — Thu, 14 Sep 2023 16:50:04 GMT

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

Re: Returning equipment

Stephen20 — Fri, 15 Sep 2023 11:40:04 GMT

Can you forward me a box so I can send my equipment back

Re: Returning equipment

Daniel0210 — Fri, 15 Sep 2023 11:45:18 GMT

@Stephen20

We are customers here. If you’ve successfully cancelled your subscription Sky should send out returns packaging near the end of the cancellation period, [14 days for Broadband hub and 31 days for Sky Q box(es)], to the address that the subscription was registered at.

Note:~ If you’ve switched from Sky Q to Sky Glass the packaging is usually sent out after 31 days in case you change your mind about Glass.

You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

If you haven’t anything suitable contact Sky again and see if they’ll re-send. Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Returning equipment

Stephen20 — Fri, 15 Sep 2023 11:47:15 GMT

I would rather you send me a box so I can send equipment back, instead of sending me threatening texts that you are going to fine me.

Re: Returning equipment

Daniel0210 — Fri, 15 Sep 2023 12:12:50 GMT

@Stephen20

Can I refer you back to the first four words of my post

@Daniel0210 wrote:

@Stephen20

We are customers here.

Re: Returning equipment

kayman1704 — Fri, 15 Sep 2023 12:47:42 GMT

Hi I have been sent a note to return my sky q box but I have not had or requested a new one so nothing to send back

Re: Returning equipment

Tom-W19 — Sun, 17 Sep 2023 07:08:55 GMT

Hi @SophieChamb

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: Returning equipment

Gurprit1 — Thu, 21 Sep 2023 10:35:17 GMT

Hi, I received a text and email requesting the return of the sky equipment but I have a have already returned it

Re: Returning equipment

Daniel0210 — Thu, 21 Sep 2023 10:43:32 GMT

@Gurprit1
Have you kept your proof of posting?

We understand returns are taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in updating Sky that equipment has been received. Let us know in this thread and we can maybe get you some help from the Messaging Team.

If you have the proof of posting we’ve been told it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t post an image of the Royal Mail tracking or postal receipt.

Re: Returning equipment

Phil123 — Fri, 22 Sep 2023 10:58:53 GMT

Cancelled sky but reinstated after few days

still getting warning texts about charging despite having rung sky