topic Re: Router not received back from Sky? in Account & Billing

Router not received back from Sky?

JasXPear — Thu, 06 Nov 2025 15:53:16 GMT

After sending our router back to Sky in the approved Sky packaging with label, having a confirmation from the Royal Mail that it was collected, an update in the Sky app to say that its in transit and a tracking email from Royal Mail confirming it was delivered 2 weeks ago - we got a text message from Sky warning that we still need to return our router or we'll get charged for it.

Who can i escalate this to and ensure that we dont get charged due to Skys incompetence?

Re: Router not received back from Sky?

Daniel0210 — Thu, 06 Nov 2025 15:59:43 GMT

@JasXPear

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

Please don't try to post an image of the Royal Mail tracking or postal receipt as Sky don't allow them on the forum.

Re: Router not received back from Sky?

JasXPear — Thu, 06 Nov 2025 17:11:23 GMT

Thanks for the reply Daniel.

I did try ringing support but they were unable to do anything other than advise to call back if i do get charged...

💩

Re: Router not received back from Sky?

JasXPear — Fri, 09 Jan 2026 10:41:33 GMT

@Daniel0210 And as expected we've been charged a non-return fee despite having a Royal Mail Tracking email confirming that it was delivered.

Just another example of why we had to move away from Sky, absolutely shocking service every time.

Re: Router not received back from Sky?

Daniel0210 — Fri, 09 Jan 2026 10:44:06 GMT

@JasXPear

You'll need to re-contact Sky and provide the proof of posting. As you have that it should be a simple process.

Re: Router not received back from Sky?

JasXPear — Fri, 09 Jan 2026 11:13:01 GMT

@Daniel0210

I have spent 40 mins on the phone again and have been promised the charge will be removed so i'll check over the next few days.

The point is - I shouldn't have to do this due to Skys incompetence.

I dont know what's happened to their support over recent years but it is literally the worst of any company I've ever dealt with.