topic Re: Returning equipment in Sky Q

Returning equipment

bcie — Wed, 26 Mar 2025 19:42:44 GMT

I keep getting requests to return my sky Q boxes. I am still using them and paying for them. I keep calling and when they check they say they will sort it but I still get messages.

Re: Returning equipment

Chodley — Wed, 26 Mar 2025 19:48:09 GMT

Escalated to Sky. Look out for a blue & res chat bubble when they pick it up.

Re: Returning equipment

Lisa-P1987 — Thu, 27 Mar 2025 11:19:53 GMT

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

Re: Returning equipment

bcie — Sun, 30 Mar 2025 09:42:06 GMT

I have contacted by telephone and requestes they resolve this. Don't rate this service when I have to sit and wait or keep returning to await a response. Thank You.

Re: Returning equipment

Daniel0210 — Sun, 30 Mar 2025 09:45:09 GMT

@bcie

That's how the escalation process works. When an invite is sent, as in your case on the 27th, you have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply 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 periodically.

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

Re: Returning equipment

bcie — Sun, 30 Mar 2025 09:50:08 GMT

I did that, but every time I went on I got fed up of waiting. Hopefully they will now resolve the issue now I have contacted them by phone, and stop asking me to return equipment to avoid charges, that I am using and PAYING for.

Re: Returning equipment

Addie15 — Sun, 30 Mar 2025 10:07:24 GMT

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

Re: Returning equipment

Chodley — Sun, 30 Mar 2025 11:48:39 GMT

@bcie wrote:
I did that, but every time I went on I got fed up of waiting. Hopefully they will now resolve the issue now I have contacted them by phone, and stop asking me to return equipment to avoid charges, that I am using and PAYING for.

Eh? You said you'd already contacted them by phone in the opening post, and they kept saying they'd resolve it but had not.