topic Re: Insufficient packaging in Account & Billing

Insufficient packaging

PaulB1969 — Mon, 25 Aug 2025 12:47:22 GMT

Hi all , my mum passed away recently, spoke to Sky who were actually very sympathetic and useful. However the packaging they sent to send everything back ( Hub , 2TB box and a mini ) is insufficient ( top of the stack ) , anyone experienced this before and have some advice ? Thanks.

Re: Insufficient packaging

MightyQuinn — Mon, 25 Aug 2025 12:56:05 GMT

Hi @PaulB1969 You can use your own packaging if it helps https://www.sky.com/help/articles/return-tv-broadband

Re: Insufficient packaging

BenJoBanjo — Mon, 25 Aug 2025 12:58:09 GMT

@PaulB1969 wrote:

Hi all , my mum passed away recently, spoke to Sky who were actually very sympathetic and useful. However the packaging they sent to send everything back ( Hub , 2TB box and a mini ) is insufficient ( top of the stack ) , anyone experienced this before and have some advice ? Thanks.

Very sorry for your loss - it's never easy dealing with the aftermath of such things.

You can use any packaging you like to return hardware to Sky, so if you can get hold of any other bigger box and bubble wrap anything that doesn't fit in the packaging they supplied then it will be fine. If you can't do this then you'll need to contact Sky and request some more packaging.

It's a good idea to include the name and address of the account holder, and their Sky account number (if known) on a piece of paper in the packaging. Also, take a photo of the returns label with the tracking number on it. The company who deal with returns are notorious for not logging things particularly well so keep a hold of the tracking information so you can tell when it's been received. Keep a hold of this tracking number for a while in case Sky get in touch about anything that hasn't been returned.

Re: Insufficient packaging

Daniel0210 — Mon, 25 Aug 2025 13:00:14 GMT

@PaulB1969

Sorry for your loss

If you had to give the usual notice period, then broadband is 14 days and Sky Q is 31 days so it's likely that the packaging for the hub arrived first. If your Mum had an older hub such as a Sky Q hub Sky won't ask for them back as they are now obsolete.

As stated by @MightyQuinn 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: Insufficient packaging

PaulB1969 — Mon, 25 Aug 2025 14:56:28 GMT

Thanks both for the comments, the letter enclosed in the packaging from sky stipulated they wanted the 3 boxes , 2TB , Hub and Mini so sending all 3 to ensure no comeback. Going to source a box to put all 3 in and hope for the best.