topic Equipment returned but still getting emails in Account & Billing

Equipment returned but still getting emails

HS18 — Sat, 19 Apr 2025 10:44:59 GMT

After switching our Sky contract from Sky's to sky glass we returned the equipment as requested in the prepaid packaging. I dropped it off at the Post Office and have the relevant tracking information. I also received an email saying thanks for returning it and it's with the courier. Since then (almost three weeks later) have had a number of emails and texts requesting the equipment be returned or face charges of £117!

Re: Equipment returned but still getting emails

peter-marlow+1966 — Sat, 19 Apr 2025 10:47:05 GMT

Call sky and give them the proof of postage information that should stop the emails

Re: Equipment returned but still getting emails

HS18 — Sat, 19 Apr 2025 11:02:38 GMT

Any idea which contact no is best? I keep going round in circles trying to get to the right team!

Re: Equipment returned but still getting emails

Daniel0210 — Sat, 19 Apr 2025 11:15:00 GMT

@HS18

NO NEED TO CALL.

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: Equipment returned but still getting emails

HS18 — Sat, 19 Apr 2025 11:20:09 GMT

Brilliant thank you!

Re: Equipment returned but still getting emails

Daniel0210 — Sat, 19 Apr 2025 11:21:34 GMT

@peter-marlow+1966

These type of issues can be escalated to Sky once spotted by a SuperUser so no need to advise the customer to call. Doing it through an escalation to the Messaging Team saves the OP having to call and it's one less call the contact Centres have to field.

Re: Equipment returned but still getting emails

Mr+Flibbles+86 — Sat, 19 Apr 2025 11:27:10 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.