topic Missing returned equipment in Account & Billing

Missing returned equipment

Nugiperous — Wed, 13 Aug 2025 14:10:26 GMT

Hi all

I returned a sky puck and had an email to say it was on the way back, now I'm getting emails to say it wasn't returned. Any quick hints on how I resolve this. The answer bot is hopeless and the automated telephone helpline threw me out.

Cheers

Re: Missing returned equipment

Mark39 — Wed, 13 Aug 2025 14:17:51 GMT

You'll need to speak to Sky about it. It will be easier if you have proof of return,

Re: Missing returned equipment

Mark663 — Tue, 16 Sep 2025 12:38:27 GMT

Did you get anywhere with this as I am having the same issue. It is madness.

Re: Missing returned equipment

Mark39 — Tue, 16 Sep 2025 12:40:47 GMT

@Mark663 have you spoken to Sky about it?

Re: Missing returned equipment

Mark663 — Tue, 16 Sep 2025 13:04:45 GMT

@Mark39 Hi Mark, yes I have contacted them by phone and then they cut me off after I explained my issue.

I left sky on 15th August 2025 and returned my equipment on that same day in the packaging they sent me using the returns label they provided. I still have the post office tracking receipt.
The parcel was received by their handler Unipart Logistics on 18th August. In addition Sky sent me two emails on the 18th August thanking me for sending back their Sky kit and that it's now with their courier and will be with them shortly.
Since then I have received two emails (the latest one today and the first one on the 27th August stating they haven't received the equipment and threatening to charge me £38.
I have now contacted them via their online complaints and see where that gets me.

Re: Missing returned equipment

Mark39 — Tue, 16 Sep 2025 13:26:18 GMT

@Mark663 it ought to be straightforward to sort out as you have proof of postage/delivery. Ordinarily we would be able to help by putting you in touch with Sky's messaging team, but unfortunately that's not currently an option. Hopefully the complaint will do the trick.

Re: Missing returned equipment

Mark663 — Tue, 16 Sep 2025 13:41:06 GMT

@Mark39 I have now managed to contact Sky via online chat and they have told me they have updated my account and I should no longer be chased asking me to reurn already returned equipment. Hopefully that is the end of the matter.

Thanks for taking the time to reply.

Re: Missing returned equipment

MightyQuinn — Tue, 16 Sep 2025 13:45:14 GMT

@Mark663 wrote:
I should no longer be chased asking me to reurn

Hi @Mark663 Don't be surprised if they do, it takes time to get their ducks in a row.