topic Re: Returns need ti return my box in Sky Q

Returns

Courtney17 — Fri, 10 Nov 2023 12:05:44 GMT

I've cancelled my sky as we don't use it, they've sent us a box which we have received. We've packaged it away and it I took it to the post office to go back but she said the barcode was to my address and not returns for sky. Any way possible I could have another label for the box so I can post it please?

Re: Returns

GD1 — Fri, 10 Nov 2023 12:08:08 GMT

@Courtney17 You can print off the labels for the returns here https://www.sky.com/help/articles/return-tv-broadband

Remember to keep your proof of posting.

Re: Returns

Courtney17 — Fri, 10 Nov 2023 12:20:58 GMT

all sorted now, thank you so much!

Re: Returns

Simon+rodenhurst — Fri, 01 Dec 2023 13:40:05 GMT

I have been asked to return a Sky Q mini box

but don't have one

Re: Returns

Daniel0210 — Fri, 01 Dec 2023 13:43:30 GMT

@Simon+rodenhurst

Is it included in correspondence from Sky after you've cancelled. It may well be a genetic email/letter. Just return the loaned equipment you have in relation to that subscription and keep your proof of posting indefinitely.

Re: Returns

Sparkydave — Tue, 12 Dec 2023 14:44:11 GMT

I returned by Sky Q box on 20 November and it was received by Sky on 22 November. They are still saying I need to return it otherwise I will be charged. Tried phoning but that is a waste of time.

What is the best way to sort this?

Re: Returns

Daniel0210 — Tue, 12 Dec 2023 14:52:11 GMT

@Sparkydave
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 try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

Re: Returns

Sparkydave — Tue, 12 Dec 2023 17:41:07 GMT

Thanks for this. I do have proof of posting and confirmation that the delivery was successful. I have posted a copy of the Royal Mail receipt.

Re: Returns

caesarome — Tue, 12 Dec 2023 18:06:04 GMT

@Sparkydave

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 so you will need to respond to the chat bubble at the bottom of the page when it appears:
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 will have 48 hours to respond or it will be automatically closed.

Re: Returns

Addie15 — Wed, 13 Dec 2023 08:05:42 GMT

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

Re: Returns

Tom-W19 — Fri, 15 Dec 2023 09:51:05 GMT

Hi @Sparkydave

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: Returns need ti return my box

Katrina6 — Sat, 13 Jan 2024 10:57:55 GMT

Need to return my box

Re: Returns need ti return my box

Daniel0210 — Sat, 13 Jan 2024 11:02:10 GMT

@Katrina6 wrote:

Need to return my box

@Katrina6
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. If you’ve moved to Sky Glass or Stream any Sky Q packaging is sent out a bit later in case you change your mind.

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 ask 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: Returns need ti return my box

Greenfingers001 — Wed, 17 Jan 2024 12:57:02 GMT

Update:

Spoke with @Mark159 and resolved issue

Thanks again for the escalation have a great afternoon 🙂

Re: Returns

Juliexg — Wed, 31 Jan 2024 17:20:22 GMT

I have returned my sky Q box but had an email stating they had not received it ,my other issue is I forgot to include the remote control so trying to get more packaging or at least a label,when I follow the thread for royal mail it's not working for me I don't know what I'm doing wrong, please help!

Re: Returns

caesarome — Wed, 31 Jan 2024 19:53:18 GMT

@Juliexg

Did you get and still have a receipt from when you returned the Sky Q box so tracking can show where it is.

Re: Returns

DanSp — Fri, 23 Feb 2024 11:35:06 GMT

I'm waiting for the package to return our box

Re: Returns

Daniel0210 — Fri, 23 Feb 2024 12:01:38 GMT

@DanSp wrote:

I'm waiting for the package to return our box

@DanSp
If you’ve successfully cancelled Sky should send out returns packaging near the end of any cancellation period, [14 days for Broadband] [31 days for Sky Q].

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 ask 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: Returns

DanSp — Fri, 23 Feb 2024 12:05:22 GMT

I called Sky and the guy said to find any box. I asked if they'd send their proper packaging and he said they would within five days. That was two weeks ago.

Re: Returns

PandJ2020 — Fri, 23 Feb 2024 12:34:17 GMT

@DanSp wrote:
I called Sky and the guy said to find any box. I asked if they'd send their proper packaging and he said they would within five days. That was two weeks ago.

I would use your own box. The contractual requirement is for you to return the equipment, regardless of whether Sky provide a box. (Basically, you cannot avoid the non-return charges on the basis they haven't sent you packaging)