topic Re: Returned Equipment saying not received in Account & Billing

Returned Equipment saying not received

Firebird1 — Wed, 09 Apr 2025 12:14:51 GMT

We cancelled our Sky subscription in October, we didnt recieve the packageng to return the equipment until 21st March, i returned all of their equipment they asked to be returned (12 items), I have proof ofpostage which was sent on the 24th March, i recieved 12 emails from Sky thanking me for the rerurn of each item although it does not state which item on each email.

Today i have recieved an email staiting 3 items where not return and i will be charged for them,

Sky Hub 4.2 Sky Owned (Delivered) £53.00,

Sky Q Mini box (Installed) £52.00,

Sky Q 2TB UHD Non-HDR £10.00

The emails are no reply so i have tried the on line assistant but there is no option regarding this issue.

Can anyone help?

Thank you

Re: Returned Equipment saying not received

caesarome — Wed, 09 Apr 2025 12:16:41 GMT

@Firebird1

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 Equipment saying not received

Mr+Flibbles+86 — Wed, 09 Apr 2025 12:20:54 GMT

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

Re: Returned Equipment saying not received

GCC28 — Thu, 24 Apr 2025 10:52:25 GMT

I have had this same issue.

We returned both the sky box and router, recieved comfirmation emails thanking us for returning the equipment.

We got rid of the proof of postage at this point and then a few weeks later we have been told they have not received the SkyQ box and it will be £117 if it isn't returned. Any support on next steps would be appreciated.

Thank you

Re: Returned Equipment saying not received

caesarome — Thu, 24 Apr 2025 10:58:41 GMT

@GCC28

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: Returned Equipment saying not received

Tom-W19 — Thu, 24 Apr 2025 11:01:40 GMT

Thanks for escalating. We've sent an invite to @GCC28.

Re: Returned Equipment saying not received

Sian06 — Wed, 13 Aug 2025 10:34:51 GMT

I've had an email stating they haven't received the sky box. I can't reply to the email so show proof of postage. Any help is greatly received

Re: Returned Equipment saying not received

Daniel0210 — Wed, 13 Aug 2025 10:59:43 GMT

@Sian06
We would normally escalate this to Sky on here via their Messaging Team, but unfortunately the process is currently switched off and will be unavailable until sometime next week. You can contact Sky by other means; through social media, Sky Assistant or by calling in perhaps.

Alternatively post back on this thread in a weeks time and we may be able to help you further.

Re: Returned Equipment saying not received

Faron — Mon, 17 Nov 2025 17:28:27 GMT

I am also having this issue please can this be escalated to the sky team?

Re: Returned Equipment saying not received

Daniel0210 — Mon, 17 Nov 2025 17:34:28 GMT

@Faron

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.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is still not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

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.