topic Re: Why am I being asked to return equipment in Account & Billing

Why am I being asked to return equipment

LJB1 — Thu, 11 Dec 2025 20:09:52 GMT

I renewed my broadband contract recently, a decision I'm now regretting.

Same contract as previously as confirmed by the adviser.

Not only was my VIP status immediately changed from 15+ years to 1 yr, I'm now being hounded for the return of my WiFi boosters.

The boosters were recommended by Sky because of the poor WiFi signal in my old house. 1st customer adviser assured me that I could keep the boosters and that my account would be updated.; it wasn't. Made a 2nd call after yet another email and text telling me to return the Pods. Again I've been assured that my account would be updated and that I could keep the boosters.
I've had such a poor experience during the entire contract renewal process that I have zero confidence in anything I'm being told by the customer service advisers.

It's never been particularly easy to get through to Sky but at least I could get my issue resolved - not any more it seems

Re: Why am I being asked to return equipment

caesarome — Thu, 11 Dec 2025 20:13:59 GMT

@LJB1

We have seen previous posts on here with similar issues whereby people have been asked to return equipment when they are staying with Sky so as you have so far got nowhere with this I would put in a complaint as you should be contacted sometime about it:

https://www.sky.com/help/articles/how-to-make-a-complaint

Sky actually has 8 weeks to resolve this for you but hopefully it will be done much quicker than that.

Re: Why am I being asked to return equipment

MightyQuinn — Thu, 11 Dec 2025 21:23:49 GMT

Hi @LJB1 Did you cancel at any stage during the renegotiation?

Re: Why am I being asked to return equipment

LJB1 — Mon, 15 Dec 2025 08:44:25 GMT

Thanks for this.Sky customer service is not what it used to be.

Re: Why am I being asked to return equipment

Daniel0210 — Mon, 15 Dec 2025 09:14:37 GMT

@LJB1

As asked by @MightyQuinn

@MightyQuinn wrote:

Hi @LJB1 Did you cancel at any stage during the renegotiation?

If you cancelled during the conversation (before accepting another 24 month discount), that would have triggered return packaging being sent out and probably explains the requests for equipment to be returned. You need to contact Sky again, explain what messages you're getting, and hopefully they can resolve it.

Re: Why am I being asked to return equipment

LJB1 — Mon, 15 Dec 2025 13:14:22 GMT

Thanks. I felt I'd explained the situation to the advisers but it feels like this is never reflected as an update on my account.

Re: Why am I being asked to return equipment

Daniel0210 — Mon, 15 Dec 2025 13:16:46 GMT

@LJB1

@MightyQuinn wrote:

Hi @LJB1 Did you cancel at any stage during the renegotiation?