topic Re: LOST SKY PACKAGE in Account & Billing

LOST SKY PACKAGE

JoeVarley — Sun, 27 Oct 2024 14:00:06 GMT

We had full fibre broadband fitted in Sept 2024. Engineer said he would keep old hub. We sent new hub back in its box via GPO. Email confirming that the package was with their courier recieved on Sept 23. We are now getting request from sky for return of hub .What do we do next?

Re: LOST SKY PACKAGE

peter-marlow+1966 — Sun, 27 Oct 2024 14:48:30 GMT

Do you have proof of postage if so you need to take a photo of this and email it to sky

Re: LOST SKY PACKAGE

Daniel0210 — Sun, 27 Oct 2024 14:58:48 GMT

@JoeVarley wrote:

Engineer said he would keep old hub. We sent new hub back in its box via GPO. Email confirming that the package was with their courier recieved on Sept 23.

@JoeVarley

What do you mean by "engineer said he would keep old hub" and "we sent new hub back"?

Re: LOST SKY PACKAGE

JoeVarley — Wed, 30 Oct 2024 14:44:52 GMT

We were having fibre to the property fitted. The engineer said he would use our old hub to save changing passwords etc. He asked me to send the new one back in the box it came in adding a note to explain why it was coming back.

My wife posted it back and got proof of postage form from post office. When we got an email from Sky thanking us for returning the hub she throw away the proof of postage form . I have this Sky email and message ID. If I need to email this to sky what email address should I use?

Re: LOST SKY PACKAGE

caesarome — Wed, 30 Oct 2024 16:07:15 GMT

@JoeVarley

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: LOST SKY PACKAGE

Addie15 — Wed, 30 Oct 2024 16:21:34 GMT

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

Re: LOST SKY PACKAGE

Addie15 — Sat, 02 Nov 2024 08:32:01 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: LOST SKY PACKAGE

JoeVarley — Mon, 04 Nov 2024 14:34:38 GMT

My wife got a proof of postage form . But she binned it when email came from Sky confirming that the had recieved it back. I can send a coy of this email if you tell me the email address to sent it too. J Varley

Re: LOST SKY PACKAGE

Mark39 — Mon, 04 Nov 2024 14:38:15 GMT

@JoeVarley you didn't respond to the online chat within the 48 hours allowed. Would you like us the ask the messaging team to contact tyou again?

Re: LOST SKY PACKAGE

JoeVarley — Mon, 04 Nov 2024 14:46:34 GMT

I have been away for a few days and not able to contact anyone . Please can you make this active again. We have sent the kit back but need to be able to prove it to Sky by sending copys of their 'we have you kit' email to an email address that we do not have.

Re: LOST SKY PACKAGE

MarkGoldsmith — Mon, 04 Nov 2024 14:52:02 GMT

@JoeVarley i've re-escalated this to the Sky Messaging Team for you.

Re: LOST SKY PACKAGE

Greenfingers001 — Mon, 04 Nov 2024 14:59:35 GMT

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