topic Unnecessary Swap return in Sky Q

Unnecessary Swap return

nickireynolds — Mon, 30 Mar 2026 00:42:45 GMT

I received a second mini box in the post but it didn't work and gave a hardware error code. I spoke to Sky who said they could do a Swap for a new box but I couldn't guarantee to be in so, instead, they arranged a collection by Royal Mail for the first box and that was executed yesterday morning. DPD have my new box but they've been told it's a Swap delivery so they won't leave the new box in my safe place. However, I can't give them the old box as Royal Mail collected it, as arranged by Sky. I don't have a tracking number

Re: Unnecessary Swap return

Daniel0210 — Mon, 30 Mar 2026 03:38:21 GMT

@nickireynolds

Something has definitely gone wrong somewhere. The normal process for a 'doorstep' box swap is for DPD to deliver the replacement box and collect the faulty box at the same time. DPD certainly won't leave you the new one without having one to take back.

You'll need to call Sky when the lines open and explain what happened.

Re: Unnecessary Swap return

nickireynolds — Wed, 01 Apr 2026 20:11:14 GMT

Yes, I've tried that..... The first time, Sky said they would send a second box out without a Swap but failed to do that so, currently, there are two Swap boxes issued and both have been returned to DPD MK depot! I phoned again (I seem to have spent my life contacting Sky the last month!) and the caseworker said the only way around it was to show the first box as Lost or Stolen which, of course, it isn't because Royal Mail collected it, as arranged by Sky (why oh why did Sky not say that was not possible?!). I then got a message from Sky saying I would be charged for the supposed lost or stolen box! I've tried phoning them again and they said a third attempt would be authorised, still waiting for that one and not holding my breath!

Why oh why is there so much incompetence at Sky?!!!