topic I am being ask to return a hub in Account & Billing

I am being ask to return a hub

peter-marlow+1966 — Sun, 04 May 2025 11:48:29 GMT

I am being asked to return a hub that i return over a year ago, when i changed to sky gigafast broadband and got the wifi max hub, just got a text message about, this even after phoning on 3 occasions including to to say about this order which i have already sent back, advisor said i will not be charged for none return, but this is the third advisor to tell me this and it is this in my orders in the my sky app

Re: I am being ask to return a hub

caesarome — Sun, 04 May 2025 11:55:39 GMT

@peter-marlow+1966

I don't suppose you have the proof of posting recipient from when you returned the hub ?

Re: I am being ask to return a hub

peter-marlow+1966 — Sun, 04 May 2025 13:35:50 GMT

Sky have confirmed that there is nothing to send back, but no i don't have proof of postage now, but at the time i phoned sky and they confirmed they had received the hub back at the time, and nothing is outstanding to be returned on my account

Re: I am being ask to return a hub

caesarome — Sun, 04 May 2025 15:06:52 GMT

@peter-marlow+1966 wrote:

Sky have confirmed that there is nothing to send back, but no i don't have proof of postage now, but at the time i phoned sky and they confirmed they had received the hub back at the time, and nothing is outstanding to be returned on my account

That might be the case but sometimes for reasons I don't understand the system is either slow or doesn't update at all when an item is returned so if you have spoken to Sky and after which you receive more requests to return it then we can have Sky's messaging team via here contact you about this.

Re: I am being ask to return a hub

peter-marlow+1966 — Sun, 04 May 2025 16:02:38 GMT

The only order i have had recently was in March for my 55inch sky glass gen 2 tv , that was delivered and my orders was clear and then about a week or 2 later this order to return a hub shows up from nowhere, and i don't understand why as the hub in question was received by sky and is showing on my account as received over a year ago

Re: I am being ask to return a hub

caesarome — Sun, 04 May 2025 16:09:45 GMT

I don't think any of us here can understand this either but yours isn't the first and will not be the last that gets an unexplained request to return an item that they did so a while back but sadly it does happen which is why as I said earlier if you get more requests we can alert Sk's messaging team for you.

Re: I am being ask to return a hub

peter-marlow+1966 — Sun, 04 May 2025 16:11:16 GMT

Ok thanks guys i will keep you posted

My order

peter-marlow+1966 — Mon, 05 May 2025 14:51:36 GMT

I am being ask to return a sky broadband hub which i already returned over a year ago

I would like this removed from my orders as two of the sky advisors have confirmed that it was received,

Re: My order

caesarome — Mon, 05 May 2025 15:03:42 GMT

@peter-marlow+1966

You mentioned this yesterday so have you been sent another return request today ?

Re: My order

Daniel0210 — Mon, 05 May 2025 15:04:57 GMT

@peter-marlow+1966

I've merged your latest post to the original thread on this issue. Do you want this escalating to the Messaging Team as suggested previously?

Re: I am being ask to return a hub

peter-marlow+1966 — Mon, 05 May 2025 15:11:40 GMT

Yes had another text message

Re: I am being ask to return a hub

Daniel0210 — Mon, 05 May 2025 15:15:07 GMT

@peter-marlow+1966
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: I am being ask to return a hub

Lisa-P1987 — Mon, 05 May 2025 15:21:38 GMT

Thanks for escalating this. We’ve sent peter-marlow+1966 an invite to chat.

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