topic Re: Unusual situation in Sky Q

Unusual situation

Facechild — Wed, 07 May 2025 15:17:37 GMT

I have tv, broadband & mobile with Sky but recently switched broadband. Within a couple of weeks I switched back to Sky reduced my tv package to the most basic Sky package. I was told by Sky advisor that I need to return the router and power lead since I was about to start my new tv package.
My issue is that my account in sky app shows that they're still awaiting returns but my tv subscription started 23/04/25 . I need to understand what equipment they are awaiting especially that I checked with Sky beforehand.

Re: Unusual situation

nigea99 — Wed, 07 May 2025 15:51:54 GMT

@Facechild wrote:

I have tv, broadband & mobile with Sky but recently switched broadband. Within a couple of weeks I switched back to Sky reduced my tv package to the most basic Sky package. I was told by Sky advisor that I need to return the router and power lead since I was about to start my new tv package.
My issue is that my account in sky app shows that they're still awaiting returns but my tv subscription started 23/04/25 . I need to understand what equipment they are awaiting especially that I checked with Sky beforehand.

hi @Facechild

I have to admit I am not fully sure what have reduced or not but either way I think the SKY team that support these groups may be able to assist you

I have, thus, escalated your post to a SKY support team, who, hopefully, will be in touch.

Please see this link re the escalation and what you might see:
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari I believe you must make sure that 'Hide IP address' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

Re: Unusual situation

Greenfingers001 — Wed, 07 May 2025 16:09:17 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.