topic Re: Returning equipment in Account & Billing

Returning equipment

SsorinT — Mon, 29 Jul 2024 08:14:15 GMT

Hi there,

I cancelled my broadband subscription a while ago as I was moving abroad. I was supposed to return the Hub back to Sky, but the return package didn't arrive on time, so I just used a random box I found around, and followed the instructions on the website (used the QR code, wrote down the account number etc).

Now, I just got an email saying that I'll be charged £53 for not returning the equipment on time, however, I checked the tracking number and it says the package was delivered a long time ago.

Can someone please help with this?

Many thanks.

Re: Returning equipment

caesarome — Mon, 29 Jul 2024 08:42:54 GMT

@SsorinT

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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

Re: Returning equipment

Tom-W19 — Mon, 29 Jul 2024 08:51:00 GMT

Thanks for escalating. We've sent an invite to @SsorinT.