topic Re: Charges for not returning equipment in Account & Billing

Charges for not returning equipment

radiosandeep — Sat, 08 Mar 2025 13:54:19 GMT

I terminated by Sky broadband connection, and since I am no more in the UK, I asked my friend (who was using it after I left the UK) to return it in the package sent by Sky. But the guy never did that and is not willing to do it also. I received an email from SKY saying: "We're writing to advise that you still owe £32.93 as a result of early termination charges, equipment you have purchased or failed to return when requested.
Unfortunately, if we do not receive full payment from you within the next 10 days, we will have to refer your account to a debt collection agency which could lead to legal action being brought against you."

So I now went online and paid the pending amount. I'm now wondering if this clears anything and if it is ok if that person (someone who I considered a friend) doesn't return the equipment. Is this the usual charge for the equipment?

Or does he still have to return the equipment even after I paid this penalty? Please note that there were no dues when the account was terminated.

Re: Charges for not returning equipment

SKY1992bf — Sat, 08 Mar 2025 13:58:27 GMT

@radiosandeep Paying the non return fee doesn't transfer ownership of the hardware you are still liable for returning it

Re: Charges for not returning equipment

caesarome — Sat, 08 Mar 2025 14:00:50 GMT

@radiosandeep wrote:

"We're writing to advise that you still owe £32.93 as a result of early termination charges, equipment you have purchased or failed to return when requested.

It isn't clear what this charge is for as it likely to be one rather than both of them and as stated above you as the account holder are responsible for returning the equipment otherwise a non return fee will be charged if this isn't what this is.

Re: Charges for not returning equipment

lettice — Sat, 08 Mar 2025 14:09:08 GMT

That does not sound like a non return charge, but could be with the up to £50 mentioned, if it's a combination charge of termination of your subscription and the equipment charge.

As mentioned in the following Sky help article

https://www.sky.com/help/articles/charges-for-not-returning-sky-q-equipment-t3

The charge depends on what equipment you haven’t returned to us:

Sky Q 1TB box - up to £117
Sky Q 2TB box - up to £135
Sky Q Mini box - up to £52
Sky Max Hub - up to £75
Sky Broadband Hub - up to £53
Sky Q Hub - up to £50
Sky Max Pod - up to £68
Sky Broadband Booster - up to £33

*See the email we sent you for the exact charge based on your subscription.

You’ll be charged for every piece of equipment you don't return. For example, if you didn't return a Sky Q 2TB box, two Sky Q Mini boxes and a Sky Q Hub, you would be charged £270 in total.

Good to know: Paying a Non-return charge doesn’t buy the equipment, it’s just a cost for not returning. It will still be Sky owned and we’ll still want you to return it.

Re: Charges for not returning equipment

Nic7842 — Tue, 24 Feb 2026 23:17:59 GMT

I have never been charged for not returning boxes and was never told previously to return boxes , when did this become a thing

Re: Charges for not returning equipment

Daniel0210 — Wed, 25 Feb 2026 04:38:04 GMT

@Nic7842

You have added to a thread almost 12 months old. A lot of Sky equipment is loaned to customers for the duration of their subscription and must be returned after cancelling, for example broadband hubs and certain Sky Q boxes. I upgraded to Sky Q in 2019 and my Sky Q box and mini box were loaned to me.

Its worth adding that some customers are not being asked to return certain Sky Q boxes these days as Sky Q enters the last 3-4 years of service.

Re: Charges for not returning equipment

Nic7842 — Wed, 25 Feb 2026 07:20:18 GMT

That's helpful , I have been with Sky for over 15 years and never ever have I been asked to return equipment

I can't even remember what I did with the boxes

Re: Charges for not returning equipment

Daniel0210 — Wed, 25 Feb 2026 07:35:56 GMT

@Nic7842 wrote:

I have been with Sky for over 15 years and never ever have I been asked to return equipment

If you have had a continuous subscription then you wouldn't have returned anything.

I can't even remember what I did with the boxes

When a customer has successfully cancelled Sky should send out returns packaging (to the address where the account was active) near the end of any cancellation period (which is 14 days for broadband and 31 days for Sky Q) for any loaned equipment they are expecting back.

NOTE: Posts on here suggest in some cases Sky are not requesting the return of some Sky Q boxes (check with them if unsure).

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive it’s the customers responsibility to use their own packaging to return it. There own packaging can be used as long as it’s secure and it helps to put a note inside with the account number and a list of equipment that is included. This link explains about how to receive an email with return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.