topic Re: Return equipment in Account & Billing

Return equipment

williampr43 — Sun, 20 Apr 2025 15:02:48 GMT

Hi I was asked to return my sky Q when I moved to sky stream. I did this via the royal mail package provided and received a note saying sky was aware the parcel had been posted. But since then I have had two emails from sky asking for it's return and threatening to charge me for the sky q equipment. Can anyone advise what I should do ?

Re: Return equipment

Daniel0210 — Sun, 20 Apr 2025 15:04:52 GMT

@williampr43
Have you kept your proof of posting / tracking information / email from Sky confirming package with courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

Re: Return equipment

williampr43 — Sun, 20 Apr 2025 18:12:27 GMT

Thanks for the reply, yes I still have the email confirming the equipment was picked up.

Re: Return equipment

williampr43 — Sun, 20 Apr 2025 18:13:38 GMT

Thanks for the reply, yes i still have the email confirming parcel was picked up by the royal.mail.

Re: Return equipment

caesarome — Sun, 20 Apr 2025 18:18:31 GMT

@williampr43

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Return equipment

JamesMer — Sun, 20 Apr 2025 21:08:07 GMT

I'm having the same issue. Got a message thanking me for returning my equipment then still getting billed.

Thanks,

Re: Return equipment

caesarome — Sun, 20 Apr 2025 21:16:21 GMT

@JamesMer

Although you have the thanks message do you still have the receipt from when you sent it off ?

Re: Return equipment

Greenfingers001 — Mon, 21 Apr 2025 07:09:55 GMT

Thanks for escalating this. We’ve sent @williampr43 an invite to chat.

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

Re: Return equipment

Exmouthrocks — Fri, 25 Apr 2025 09:22:55 GMT

I've got exactly the same problem.

Emails saying 'thanks for returning, our courier has it etc' then one saying 'we haven't got your equipment, where is it?'.

I have the proof of posting and a scan from the Royal Mail website showing that it was received and signed for.

Now what?

Re: Return equipment

caesarome — Fri, 25 Apr 2025 09:27:42 GMT

@Exmouthrocks

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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

Re: Return equipment

Mr+Flibbles+86 — Fri, 25 Apr 2025 09:31:42 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.

Re: Return equipment

Exmouthrocks — Fri, 25 Apr 2025 10:06:47 GMT

Thanks for the (very swift) help!

Online chat should result in my account being cleared (equipment receipt confirmed) within 24 hours.

Assuming this IS the case, I'll be happy.

It's a shame I had to go through this to get the confirmation though... 😒

Re: Return equipment

Exmouthrocks — Tue, 29 Apr 2025 16:52:23 GMT

Unfortunately, despite being told that my account would be updated within 24 hours to reflect receipt of the returned items, that wasn't done. They're still showing as 'in transit'.

Re: Return equipment

caesarome — Tue, 29 Apr 2025 16:58:00 GMT

I have escalated your post again @Exmouthrocks , so if they haven't made contact by 7pm at the latest or should be the morning that you are contacted again about this.

Re: Return equipment

Addie15 — Wed, 30 Apr 2025 07:12:40 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Exmouthrocks.

Re: Return equipment

Misty09 — Thu, 19 Jun 2025 13:25:04 GMT

I am having a similar problem. My Sky equipment was collected by Royal Mail on 6th June, however, I keep getting text messages saying that I will be charged for non-return of the items.

Re: Return equipment

Daniel0210 — Thu, 19 Jun 2025 13:26:19 GMT

@Misty09
Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

Re: Return equipment

Misty09 — Thu, 19 Jun 2025 13:27:39 GMT

Yes, I have retained my proof of posting and it shows that the equipment was delivered.

Re: Return equipment

Daniel0210 — Thu, 19 Jun 2025 13:28:33 GMT

@Misty09
We need to wait at least 10 minutes from your original post before we can escalate it 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: Return equipment

Misty09 — Thu, 19 Jun 2025 13:30:10 GMT

Thank you very much. Your help is greatly appreciated.