topic Non return charge in Account & Billing

Non return charge

RyanS1 — Mon, 05 Jan 2026 19:00:13 GMT

I want to speak to someone from Sky about non-return of equipment. I recently moved from Sky Q to Sky Glass (about 6 weeks ago) and explicitly asked when I was ordering the Sky Glass what would/should happen to my old equipment. I was informed by the adviser that Sky would not come to take down/away the dish, equipment etc. I took this to mean the Sky Q box also (i have had Sky Q for years). As such, I took everything to a recycling centre yesterday (as i had recieved no further emails/texts/phone calls in relation to this equipment) Today I received a box in the post telling me I had to return the Sky Q box or face a non return charge. Clearly I would like to challenge this due to what I was told by the Sky adviser and request any fees be waived as a goodwill gesture, however I cannot find any way of contacting Sky in writing. Any help would be much appreciated!

Re: Non return charge

Daniel0210 — Mon, 05 Jan 2026 19:07:46 GMT

@RyanS1

The dish is yours and Sky don't remove them. Unfortunately the Sky boxes are loaned (although we've heard recent reports of some customers being told they don't need to return them).

If Sky have sent out packaging it seems they expected them back so you may have misunderstood what you were told. Give Sky another call and give them the date/time of the original call so they can listen back on exactly what was said and agreed.

Re: Non return charge

PandJ2020 — Mon, 05 Jan 2026 19:08:42 GMT

@RyanS1 wrote:
I want to speak to someone from Sky about non-return of equipment.

Just checking, but we're just other customers here...

I was informed by the adviser that Sky would not come to take down/away the dish, equipment etc. I took this to mean the Sky Q box also (i have had Sky Q for years).

That is correct but the contract stipulates you have to return it upon request and it is not owned by you.

Clearly I would like to challenge this due to what I was told by the Sky adviser and request any fees be waived as a goodwill gesture, however I cannot find any way of contacting Sky in writing. Any help would be much appreciated!

They have a postal address but calling/raising a complaint would be the way forward but I don't think your 'complaint' is compelling.

Re: Non return charge

RyanS1 — Mon, 05 Jan 2026 19:10:32 GMT

Can you advise how I would make the complaint or raise my issue?

Re: Non return charge

Daniel0210 — Mon, 05 Jan 2026 19:12:16 GMT

@RyanS1

This link explains the methods of making a complaint.

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

Sky will then have up to 8 weeks to resolve it or issue a deadlock letter.