topic Returned equipment still being chased in Account & Billing

Returned equipment still being chased

Andy75 — Mon, 28 Oct 2024 13:15:47 GMT

I sent back my sky tv box and broadband router in the same parcel. They received the parcel but are still chasing me for the router. Which they have!

Re: Returned equipment still being chased

Daniel0210 — Mon, 28 Oct 2024 13:16:46 GMT

@Andy75
Have you kept your proof of posting?

It’s Unipart that deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it should be a fairly straightforward process. 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 like them on the forum.

Re: Returned equipment still being chased

caesarome — Mon, 28 Oct 2024 13:19:45 GMT

@Andy75

I take it you didn't take a photo of all the equipment in the box before you returned it ?

Re: Returned equipment still being chased

Andy75 — Tue, 29 Oct 2024 07:20:20 GMT

My wife has a proof of postage from the post office at home but currently on holiday. I did receive emails from Sky confirming the courier had it and it had been received by them.

no I did not take a picture of the goods in the box but I assure you both items were packaged and sent.

Re: Returned equipment still being chased

Daniel0210 — Tue, 29 Oct 2024 07:31:47 GMT

@Andy75
I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll 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 fairly regularly.

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: Returned equipment still being chased

Tom-W19 — Tue, 29 Oct 2024 09:55:55 GMT

Thanks for escalating. We've sent an invite to @Andy75.

Re: Returned equipment still being chased

Tom-W19 — Thu, 31 Oct 2024 10:38:50 GMT

Hi @Andy75

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: Returned equipment still being chased

Andy75 — Thu, 31 Oct 2024 15:08:12 GMT

Hi Tom,

I'm on holiday at the moment, not sure where the invite went but I can't see it in my email. I do still want it resolved. So if it can be resent I'll keep and eye out today/tomrorw.

thanks

Andrew

Re: Returned equipment still being chased

Daniel0210 — Thu, 31 Oct 2024 15:10:04 GMT

@Andy75

I will re-escalate your post once it's 10 mins old. The process is as before. As well as your email you need to check this forum page for the invite.

Re: Returned equipment still being chased

Daniel0210 — Thu, 31 Oct 2024 15:19:45 GMT

@Andy75

Now re-escalated.

Re: Returned equipment still being chased

Addie15 — Thu, 31 Oct 2024 15:31:49 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Andy75.

Re: Returned equipment still being chased

caesarome — Thu, 31 Oct 2024 16:05:58 GMT

@Andy75 wrote:

I'm on holiday at the moment, not sure where the invite went but I can't see it in my email.

As per the link @Daniel0210 posted for you a few days ago you the chat invite is via a bubble that you should see at the bottom of this page.

Re: Returned equipment still being chased

Hardy3 — Tue, 08 Apr 2025 07:48:08 GMT

I have the same issue, I have post office receipt to prove I sent it, but still getting text messages from sky requesting I send the router to them

Re: Returned equipment still being chased

caesarome — Tue, 08 Apr 2025 08:37:05 GMT

@Hardy3

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 may not be instant.

Re: Returned equipment still being chased

Addie15 — Tue, 08 Apr 2025 09:03:39 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Hardy3.

Re: Returned equipment still being chased

AndytheShadow — Wed, 25 Jun 2025 10:49:44 GMT

I have the same issue. I returned product. I have email confirmation from sky that it is with courier but am still being chased to return it!

Re: Returned equipment still being chased

Daniel0210 — Wed, 25 Jun 2025 11:14:06 GMT

@AndytheShadow

To see if they can help,you I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll 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: Returned equipment still being chased

Greenfingers001 — Wed, 25 Jun 2025 11:17:05 GMT

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

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