topic Re: Return broadband equipment packaging in Account & Billing

Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 11:57:10 GMT

Cancelled sky internet... need to return equipment and keep receiving texts and emails that I'm about to be charged for equipment. I want to return but have not received packaging that they claim to have sent. I don't have any other packages to use and will not be paying for the alternative packaging.. how can I get Sky to send me proper packaging to be able to return?

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 11:58:47 GMT

@Skyblock
If you’ve successfully cancelled Sky should send out returns packaging (to the address where the account was active) near the end of any cancellation period (which is 31 days for Sky Q and 14 days for Broadband) for any loaned equipment they are expecting back. Sky may not ask for older hubs back such as the Sky Q hub.

If the arrival of packaging is delayed, lost or damaged on arrival it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 12:01:16 GMT

It says it's been delivered on the 'track returns packaging' but I never received it. I'm disabled and home 24/7 so it definitely wasn't missed either. I never received it and therefore need it sending out to me please x

Re: Return broadband equipment packaging

MightyQuinn — Tue, 13 May 2025 12:02:30 GMT

Hi @Skyblock You need to contact Sky.

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 12:04:47 GMT

@Skyblock

Nevertheless it's your responsibility to return the equipment otherwise non return fees will be charged. By all means ask Sky to send again but we've seen previous posts of this request being declined.

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 12:11:01 GMT

I've tried and tried and tried some more.. i keep getting told 'well it's marked as delivered so it has been delivered, you'll have to buy packaging yourself'. Which I can't go out to do for one, also it was NOT delivered and no evidence to support it being delivered has been provided (I however have the postman as a family friend who can corroborate that I've not received anything larger than a domino's Pizza leaflet this year)

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 12:14:34 GMT

@Skyblock

You'll need to ask a family member, friend (the postie?) or neighbour to get suitable packaging if Sky won't send out further boxes I'm afraid.

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 12:16:41 GMT

@Skyblock

Incidentally if you still have any Sky services having now cancelled Broadband it may be worth registering with the Sky Accessibility Team who may be able to help in the future. Once registered there are also different methods of communication with this team other than phoning so have a look here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 12:23:26 GMT

I can't ask someone to buy packaging to return bloody sky equipment that ridiculous! Sky needs to provide it. If they refuse then I'll have full right to say 'how do you expect to receive what you want?' And if they try to charge... I will fight those charges and if the battle causes me distress and impacts my condition, then this will go a lot further. Sky needs to send me the means to make the return if they want said return

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 12:26:34 GMT

I do not have any services anymore due to the substantial inflation in price at the end of my contract. Also I tried Sky assist... (I'm non verbal) and sky assist kept referring me to 'call' so wasn't great help

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 12:28:41 GMT

@Skyblock

We are customers here so we can say that if the equipment isn't returned charges will be imposed and it's the customers responsibility to return it. As already suggested perhaps your family friend the postman can help you.

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 12:33:46 GMT

@Skyblock wrote:

Also I tried Sky assist... (I'm non verbal) and sky assist kept referring me to 'call' so wasn't great help

@Skyblock

So have you registered with the Accessibility Team?

Re: Return broadband equipment packaging

MightyQuinn — Tue, 13 May 2025 12:46:57 GMT

Hi @Skyblock Here is a list of the charges. Non Return Charges. You agreed to this when you accepted the contract. Please note that Sky will not try to collect this, but simply pass it on to a debt collection agency.

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 13:43:17 GMT

Yes I agreed. But sky also agreed to provide packaging. It's not a one way street

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 13:45:46 GMT

Also I'm asking for help not for a legality debate. I signed, sky signed. They have responsibilities also. I have no package to use, sky provides a package for returning equipment, therefore I would like a package to return the equipment 🙂

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 13:46:15 GMT

@Skyblock

I'm afraid as customers we've given you the advice needed to return the equipment and the potential consequences of failing to return it so you need to decide what you're going to do to sort this.

Re: Return broadband equipment packaging

MightyQuinn — Tue, 13 May 2025 13:54:13 GMT

Hi @Skyblock I'm afraid that asking other customers for packaging, is never going to happen. Only Sky, or yourself can do that.

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 14:39:21 GMT

Sorry, just to clarify, I wasn't asking anybody for packaging apart from sky. I was only asking this community how I could get sky to communicate with me non-verbally as I am non-verbal and to get packaging ordered via SKY. again just to be clear I was not asking other sky customers to provide me with packaging! I'm outraged that I am expected to provide the packaging let alone go and ask another sky customer to provide it for me.

Re: Return broadband equipment packaging

Daniel0210 — Tue, 13 May 2025 14:41:47 GMT

@Skyblock

The advice to register with, and then contact the Accessibility Team, will provide you with means to contact Sky… whether it gets them to send out further packaging is another matter.

Re: Return broadband equipment packaging

Skyblock — Tue, 13 May 2025 14:42:18 GMT

I believe so... would I still be registered with them although I've cancelled my broadband?