topic Re: Request for return of equipment in Account & Billing

Request for return of equipment

Mark70 — Mon, 25 Nov 2024 10:13:51 GMT

I have received a number of emails asking me to return sky equipment or face charges. However I have no idea what equipment needs returning

Re: Request for return of equipment

caesarome — Mon, 25 Nov 2024 10:16:57 GMT

@Mark70
Have you cancelled or changed anything on your account recently ?

Re: Request for return of equipment

Mark39 — Mon, 25 Nov 2024 10:16:59 GMT

Have you recently cancelled? Or changed your subscription package?

Re: Request for return of equipment

Mark70 — Mon, 25 Nov 2024 10:20:30 GMT

We upgraded broadband to full fibre a month or so back, having previously been on standard sky broadband

Re: Request for return of equipment

caesarome — Mon, 25 Nov 2024 10:21:10 GMT

Were you sent a new broadband hub ?

Re: Request for return of equipment

Mark70 — Mon, 25 Nov 2024 11:04:51 GMT

Yes, but it wasn't installed and the old hub was left connected. However I have not been sent a request to return or packaging for the return

Re: Request for return of equipment

Mark39 — Mon, 25 Nov 2024 11:21:56 GMT

I imagine it's the old one Sky want back, as you were sent a new one. I'd give them a call to ask about returns packaging. Or you could use your own, as explained.here: https://www.sky.com/help/articles/return-tv-broadband

Make sure you obtain proof of postage.

Re: Request for return of equipment

Mark70 — Mon, 25 Nov 2024 11:31:12 GMT

Thanks for the response. I've just been on the phone to sky which was very frustrating. I have been told I need to return the old router hub, even though the new one was never installed and old hub left in. Returning the new hub is an option but I would then face a £50 fine and have to request this be credited back on my account. Which is not acceptable, but I was getting nowhere with the person on the call. Is there a contact email or phone I can raise this with? I am fine returning one of the routers (preferably the new one) but I am not happy about how this is being handled given I have had no comms other than a random text asking for equipment to be returned

Re: Request for return of equipment

Mark39 — Mon, 25 Nov 2024 11:37:05 GMT

You could raise a complaint as explained here, but to be honest, I'm not sure it will change the end result (and it's possible that you'll be charged before the complaint is dealt with).

https://www.sky.com/help/articles/how-to-make-a-complaint

Is there a reason why you're reluctant to install the new Hub? I'm guessing it's a white one to replace a black Hub.

Re: Request for return of equipment

Mark70 — Mon, 25 Nov 2024 13:42:06 GMT

My only reluctance is the current hub works fine, fitting th new one and going through all the set up seems a bit unnecessary (set up, reconnecting all devices like sky q box, tv, phones, laptops etc). I was also advised the old hub is better but not sure if that's true or not. Given the nonsense about being charged I am tempted to just try and set up the new one and hope for the best

Re: Request for return of equipment

Mark70 — Mon, 25 Nov 2024 13:48:57 GMT

And yes it's the white one to replace the old black one