topic Re: Recieved text, equipment not received in Account & Billing

Recieved text, equipment not received

hanna+barbera — Wed, 26 Feb 2025 08:38:22 GMT

I have not been with Sky for just over a year now. Today I received a text message informing me to download a return label to return my equipment to avoid being charged. My equipment was sent in Feb 2024, a year ago and received by Sky on 6 March 2024. I do have the Royal Mail tracking proof. Are there any Sky staff on this community to help with this please?

Re: Recieved text, equipment not received

Daniel0210 — Wed, 26 Feb 2025 09:24:27 GMT

@hanna+barbera
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: Recieved text, equipment not received

Greenfingers001 — Wed, 26 Feb 2025 11:25:23 GMT

Thanks for escalating this. We’ve sent @hanna+barbera an invite to chat.

Re: Recieved text, equipment not received

hanna+barbera — Wed, 26 Feb 2025 21:01:23 GMT

@Greenfingers001 . Thank you for chatting to me earlier. However you assured me that you had marked my account as nothing outstanding and closed. I have now received an email from Royal Mail informing me that my package from Sky will be delivered on 28 February???? Please advise.

Re: Recieved text, equipment not received

caesarome — Wed, 26 Feb 2025 22:07:24 GMT

@hanna+barbera wrote:

I have now received an email from Royal Mail informing me that my package from Sky will be delivered on 28 February????

@hanna+barbera

You need to use the chat bubble at the bottom of the page to chat to Sky as posting here isn't the way to do it.

Re: Recieved text, equipment not received

hanna+barbera — Wed, 26 Feb 2025 22:21:32 GMT

In order to get a chat button option I need to get the attention of a sky employee. That is why I have tagged the sky employee who was dealing with this earlier via chat. Thanks

Re: Recieved text, equipment not received

caesarome — Wed, 26 Feb 2025 22:26:21 GMT

It doesn't work like that as they will know you have posted when you type in the chat as it is unlikely they will respond to you via here. If you type in it now then they should reply to you tomorrow.