topic Re: Lost returned equipment in Account & Billing

Lost returned equipment

Neilwoody — Fri, 28 Mar 2025 12:52:31 GMT

I've sent back my sky Q box after finishing my contract. But I keep getting messages saying they haven't received it and I'm going to be fined. Not happy about this. I have proof of postage but nowhere to get information about how to go about sending this to sky!

Re: Lost returned equipment

Daniel0210 — Fri, 28 Mar 2025 12:58:31 GMT

@Neilwoody
We have to allow at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point 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: Lost returned equipment

Daniel0210 — Fri, 28 Mar 2025 13:02:29 GMT

@Neilwoody

Now escalated.

Re: Lost returned equipment

Lisa-P1987 — Fri, 28 Mar 2025 15:23:46 GMT

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

Re: Lost returned equipment

smegstar — Thu, 10 Apr 2025 15:13:45 GMT

This seems to be a really common theme looking through the chat. I have the same problem- posted it, have receipt and had email from sky saying thank you. Now today I got an email and text saying not returned! It is incredibly frustrating and seemingly very disorganised.

Re: Lost returned equipment

Daniel0210 — Thu, 10 Apr 2025 15:19:46 GMT

@smegstar
We have to allow at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point 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: Lost returned equipment

Daniel0210 — Thu, 10 Apr 2025 15:24:05 GMT

@smegstar

Now escalated.

Re: Lost returned equipment

Mr+Flibbles+86 — Thu, 10 Apr 2025 15:25:24 GMT

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