topic Re: Already sent router back in Account & Billing

Already sent router back

Meghan0199 — Sat, 10 May 2025 17:04:53 GMT

I have already sent my broadband router back to Sky using their website to get a returns label, however have received another label today ask my to send back.

I have proof of purchase and collection of the router but don't know how to get in touch with Sky to rectify this without being sat on the phone for hours

Re: Already sent router back

Daniel0210 — Sat, 10 May 2025 17:10:12 GMT

@Meghan0199

I presume you mean proof of posting?

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: Already sent router back

Meghan0199 — Sat, 10 May 2025 17:11:29 GMT

Hi,

yes if I could get a member of the team to talk to me that would be great.

I sent the router back as soon as I ended my contract which was a few weeks ago now

Re: Already sent router back

Daniel0210 — Sat, 10 May 2025 17:12:44 GMT

@Meghan0199
We have to allow at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point and their Messaging Team should contact you in due course (probably tomorrow now).

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: Already sent router back

Daniel0210 — Sat, 10 May 2025 17:15:02 GMT

@Meghan0199

Now escalated.

Re: Already sent router back

Meghan0199 — Sat, 10 May 2025 17:16:54 GMT

Thanks for your help!

Re: Already sent router back

Tom-W19 — Sat, 10 May 2025 17:40:12 GMT

Thanks for escalating. We've sent an invite to @Meghan0199.