topic Re: Sky hub in Account & Billing

Sky hub

MrsSwaine — Mon, 30 Jun 2025 10:38:34 GMT

I moved out of my last address and moved to new address. I cancelled my subscription and was asked to return items I provided the new address however....YOU SENT PACKAGE TO WRONG ADDRESS!!!!

Can I please speak to a human and have packaging sent to the CORRECT address please. I do not want to be charged for your incompetence

Re: Sky hub

Daniel0210 — Mon, 30 Jun 2025 10:40:57 GMT

@MrsSwaine

No one here is incompetent, nor can we send you additional packaging.

This is predominantly a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here.

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 14 days for broadband and 31 days for Sky Q) for any loaned equipment they are expecting back.

Note: 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: Sky hub

MrsSwaine — Mon, 30 Jun 2025 11:12:55 GMT

It is incompetence

1. New address details provided

2. No longer living at the property to receive post

Getting hold of a Human is impossible!!!

Re: Sky hub

Daniel0210 — Mon, 30 Jun 2025 11:17:27 GMT

@MrsSwaine wrote:

It is incompetence

1. New address details provided

2. No longer living at the property to receive post

@MrsSwaine

As I've already stated the packaging is sent to the address where the subscription was active.

The onus is on you to send the equipment back or Sky will charge you non return fees.

The charge depends on what equipment you haven't returned

Sky Q 1TB box - up to £117
Sky Q 2TB box - up to £135
Sky Q Mini box - up to £52
Sky Max Hub - up to £75
Sky Broadband Hub - up to £53
Sky Max Pod - up to £68
Sky Broadband Booster - up to £33

Re: Sky hub

MrsSwaine — Mon, 30 Jun 2025 14:28:34 GMT

Why am I not surprised by your response 🙄🙄🙄🙄 shocker

Re: Sky hub

MrsSwaine — Mon, 30 Jun 2025 14:30:08 GMT

You can't eveneave a service having ploughed truck loads of money then be threatened to return a bit of plastic.

No wonder many are dissatisfied in your organisation.

Re: Sky hub

Daniel0210 — Mon, 30 Jun 2025 14:31:36 GMT

@MrsSwaine

I think you missed this part of the first reply…

@Daniel0210 wrote:

@MrsSwaine

This is predominantly a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here.

Re: Sky hub

MightyQuinn — Mon, 30 Jun 2025 15:17:42 GMT

@MrsSwaine wrote:
It is incompetence

Hi @MrsSwaine Please Welcome below. It is just other customers here, not Sky.