topic Re: I need advise on Sky Q returns in Account & Billing

I need advise on Sky Q returns

Duane66 — Mon, 07 Apr 2025 18:35:39 GMT

Hi, I have recently upgraded to Sky Glass, and have had to return my Sky Q equipment. This I did, and I got the proof from the Post Office.

I have had numerous e-mails reminding me to return the equipment, although my Sky profile says that they know the equipment has been sent and is in transit.

I have tracked the parcel, and it was delivered two days after I sent it (5th March).

I want to send the proof that it was sent and delivered, before they take £160 out of my bank, but wherever I look there seems to be no facility to do this.

I have tried the VA which was next to useless, and totally got the wrong end of the stick, no matter how clear I felt I was being.

Has anyone else had similar issues, what did you do? how can I send my proof of posting etc?......thanks for any help, if I had hair I would be ripping it out 😞

Re: I need advise on Sky Q returns

Daniel0210 — Mon, 07 Apr 2025 18:37:39 GMT

As you've got proof of posting I'll escalate your post to Sky. We have to allow at least 10 minutes before we can escalate it so I’ll escalate it at that point and their Messaging Team should contact you tomorrow.

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: I need advise on Sky Q returns

Daniel0210 — Mon, 07 Apr 2025 18:45:30 GMT

Now escalated @Duane66

Re: I need advise on Sky Q returns

Duane66 — Mon, 07 Apr 2025 18:55:52 GMT

Thanks for your quick responce with this @Daniel0210 👍

Re: I need advise on Sky Q returns

Lisa-P1987 — Tue, 08 Apr 2025 09:27:45 GMT

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

Re: I need advise on Sky Q returns

Duane66 — Mon, 14 Apr 2025 16:39:39 GMT

Hi,

I responded to the chat on 8th April, and I provided the Royal Mail tracking number as requested

I was told that it had been raised with a back office team, and that the status in my account would be updated within 24 hours

I have been monitoring this since, and even though the RM tracking shows it was delivered and signed for on 5th March, unfortunately it is still showing as:

"It's in the post"

"Thanks for posting the equipment back. We can see it's on its way back to us. Once we've got it, we'll update you here."

Can this be looked into again please, I'm getting increasingly nervous that the 26th April deadline is getting closer

Thanks

Duane

Re: I need advise on Sky Q returns

Brill+Gill — Mon, 14 Apr 2025 17:14:53 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

Re: I need advise on Sky Q returns

Duane66 — Tue, 15 Apr 2025 08:53:49 GMT

Hi,

I have just checked the order status and it now says that the return has been recieved today (Tuesday 15th April), thanks for pushing this through, much appreciated

Cheers

Duane