topic Re: Already returned equipment in Account & Billing

Already returned equipment

Jcroft1 — Wed, 18 Dec 2024 21:58:40 GMT

I returned my Sky Broadband equipment in the original box using the QR code supplied via email on 12/11/24, but I've received a letter today saying if I don't return it I will be charged a fee.

looking on this forum it appears to be a regular thing!

is there anyone I can speak to directly about this? I'm unable to call the customer service helpline due to my work and disabilities.

Re: Already returned equipment

caesarome — Wed, 18 Dec 2024 22:14:32 GMT

@Jcroft1

With issues like this Sky's messaging team can help if you respond to the chat invite within 48 hour of it being sent tomorrow so let us know if you are fine with being contacted via a private message on here ?

Do you have the proof of posting ?

Re: Already returned equipment

Jcroft1 — Thu, 19 Dec 2024 13:07:48 GMT

Yes please that would be great. And yes I have proof of posting.

thanks

Re: Already returned equipment

caesarome — Thu, 19 Dec 2024 13:09:03 GMT

@Jcroft1

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: Already returned equipment

Lisa-P1987 — Thu, 19 Dec 2024 13:11:18 GMT

Thanks for escalating this. We’ve sent Jcroft1 an invite to chat.

Re: Already returned equipment

Jcroft1 — Thu, 02 Jan 2025 13:24:41 GMT

Please can I have a chat escalated again?

the colleague I spoke to confirmed I had returned the equipment and did not need to pay any charges, yet now I've been sent an email from BPO saying they have been instructed to collect a charge. Please can this be removed immediately as it has already been confirmed by yoursleves I had nothing to pay?

Re: Already returned equipment

Tom-W19 — Thu, 02 Jan 2025 13:28:57 GMT

Hi @Jcroft1

Your post has been escalated again to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147