topic Returned sky equipment not received in Account & Billing

Returned sky equipment not received

Geiss89 — Wed, 23 Apr 2025 19:54:26 GMT

Returned equipment a while ago back in March. Had a message not long after saying not received but assumed it just needed more time to process. Had another message today saying they will charge me over £100 if they don't get it back. I absolutely did send it. No luck with chatbot trying to get through to anyone. Not sure what to do.

Re: Returned sky equipment not received

Daniel0210 — Wed, 23 Apr 2025 19:57:38 GMT

@Geiss89
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: Returned sky equipment not received

Geiss89 — Wed, 23 Apr 2025 20:05:07 GMT

Thanks for your reply.

Unfortunately no I can't find it so annoyed with myself. In a very difficult situation financially and just can't afford this big charge getting worried.

Re: Returned sky equipment not received

caesarome — Wed, 23 Apr 2025 21:08:39 GMT

@Geiss89

Do you have the email from Sky that thanks you for returning the equipment ?

Re: Returned sky equipment not received

Geiss89 — Thu, 24 Apr 2025 07:39:55 GMT

Hi yes I do have that email. I got it just after it was posted.

Re: Returned sky equipment not received

caesarome — Thu, 24 Apr 2025 08:48:49 GMT

@Geiss89

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: Returned sky equipment not received

Addie15 — Thu, 24 Apr 2025 10:02:35 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Geiss89.