topic Re: Request to return equipment in Account & Billing

Request to return equipment

Mat2806 — Wed, 12 Feb 2025 12:00:12 GMT

Hi there

I've received some prepaid packaging for returning Sky equipment, and also a couple of text messages reminding me to return equipment as soon as possible, but I have nothing to return.
I re-upped my contract a couple of weeks ago, with everything staying as is, aside from the broaband speed going up.
I haven't been sent anything new, nor been advised to return anything whilst on the phone to Sky.

Any advice on how to avoid "non-return charges"?
Also, any advice on how to talk to someone on the live chat instead of the woeful virtual assistant?

Thanks

Re: Request to return equipment

SKY1992bf — Wed, 12 Feb 2025 12:14:21 GMT

@Mat2806 This would have occurred if you originally cancelled then after agreed the new contract

to get this looked at I'll escalate your post to the messaging in about 10 minutes

Re: Request to return equipment

SKY1992bf — Wed, 12 Feb 2025 12:13:36 GMT

@Mat2806 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

Re: Request to return equipment

Mat2806 — Wed, 12 Feb 2025 12:27:56 GMT

Thats great - thanks very much for your assistance! 👍

Re: Request to return equipment

Lisa-P1987 — Wed, 12 Feb 2025 13:14:04 GMT

Thanks for escalating this. We’ve sent Mat2806 an invite to chat.