topic Re: Returned equipment but still being messaged to say not returned in Account & Billing

Returned equipment but still being messaged to say not returned

AOR — Fri, 06 Mar 2026 10:29:41 GMT

I posted back the sky puck on 29th January and still getting messages to say not returned. Postage tracking confirms delivery. Grateful to get resolved.

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Fri, 06 Mar 2026 10:46:39 GMT

@AOR
Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

The returns are dealt with by Unipart on behalf of Sky and they are apparently taking quite a number of weeks to process them at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Community Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.

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: Returned equipment but still being messaged to say not returned

DaveDrizen — Fri, 06 Mar 2026 11:14:47 GMT

We are just users on here you need to contact Sky. But before you do that using the receipt with the tracking number go to the Royal Mail web site find the where it says "track a parcel " put in the tracking number and should tell you when and where it was delivered and possibly who signed for it, make a note of all that. Then it up to you you can give Sky a ring and give them those details that you have proffe that it been delivered to them giving the details to got from Royal Mail, also give them the tracking number so they check if they won't to. Or you can do it as a complaint stating that according to Royal Mail it has been delivered to them. Puting the date an place it was delivered to and if you got a signature put that on as well and also put the tracking number on there as well.

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Fri, 06 Mar 2026 11:19:09 GMT

@DaveDrizen wrote:

We are just users on here you need to contact Sky.

No, the OP does not need to call Sky. I have offered them the opportunity to have the issue escalated to Sky on here therefore there's no need to call.

But before you do that using the receipt with the tracking number go to the Royal Mail web site find the where it says "track a parcel " put in the tracking number and should tell you when and where it was delivered and possibly who signed for it, make a note of all that. Then it up to you you can give Sky a ring and give them those details that you have proffe that it been delivered to them giving the details to got from Royal Mail, also give them the tracking number so they check if they won't to.

As above

Or you can do it as a complaint stating that according to Royal Mail it has been delivered to them. Puting the date an place it was delivered to and if you got a signature put that on as well and also put the tracking number on there as well.

Again, pointless as the escalation process can sort this in a matter of hours.

Re: Returned equipment but still being messaged to say not returned

GD1 — Fri, 06 Mar 2026 11:19:39 GMT

@AOR If you can confirm the details as per @Daniel0210 post we can escalate your post to the Community Messaging Team, there is no need to call Sky.

Re: Returned equipment but still being messaged to say not returned

AOR — Fri, 06 Mar 2026 14:10:19 GMT

Hi all. Thank you for the input. I do have the tracking number and it confirms delivery. Any assistance greatly appreciated.

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Fri, 06 Mar 2026 14:38:21 GMT

@AOR
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Returned equipment but still being messaged to say not returned

LauraMac38 — Fri, 06 Mar 2026 14:52:04 GMT

Hi @Daniel0210, thanks for escalating this. We’ve sent @AOR an invite to chat.

Re: Returned equipment but still being messaged to say not returned

Sin_go2 — Wed, 11 Mar 2026 08:21:12 GMT

Good morning I returned all my sky equipment and a day later got another return box so asssumr sent in error

i have the postal slip and an email from you saying Thank you for returning equipment...

still getting messages to say return it ...!?

please look into it

thank you

Re: Returned equipment but still being messaged to say not returned

caesarome — Wed, 11 Mar 2026 09:34:42 GMT

@Sin_go2

Sky automatically sends packaging out so if you have returned it that make sure you keep the postal slip and should you be told you haven't returned it then post back here for help.

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Wed, 11 Mar 2026 10:19:33 GMT

@Sin_go2 wrote:

I returned all my sky equipment and a day later got another return box so asssumr sent in error

@Sin_go2

Not necessarily. Packaging for broadband hubs is sent out towards the end of the 14 day notice period. Packaging for Sky TV equipment is sent out towards the end of the 31 day notice period so arrive separately.

Re: Returned equipment but still being messaged to say not returned

spikyharold — Sun, 22 Mar 2026 12:13:45 GMT

I also have the same situation.

Royal Mail tracking says my package (Sky Stream puck) was 'Delivered and Signed' on 17th Feb, yet I have since had 2 emails from Sky (no reply BTW) telling me they have not received the equipment.

The emails threaten a £38 charge - even though I have proof of delivery 😣

Sky - please talk to your returns partner! Or, at least, allow me to reply to your emails with the tracking info.

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Sun, 22 Mar 2026 12:18:06 GMT

@spikyharold
You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

The returns are dealt with by Unipart on behalf of Sky and they are apparently taking quite a number of weeks to process them at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Community Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you want to engage in a chat with Sky.

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: Returned equipment but still being messaged to say not returned

spikyharold — Sun, 22 Mar 2026 12:29:10 GMT

Ok, thanks for the info. I have proof of delivery so a chat with Sky would be good.

Thanks again.

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Sun, 22 Mar 2026 12:30:51 GMT

@spikyharold

To see if they can help you I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Returned equipment but still being messaged to say not returned

arcadeavenger — Sun, 22 Mar 2026 13:30:21 GMT

Thanks for escalating this @Daniel0210 . We’ve sent an invite to @spikyharold to a chat.

Please be aware conversations automatically close if there is no response within 48 hours. Thanks, Becca.

Re: Returned equipment but still being messaged to say not returned

Kunle1 — Wed, 29 Apr 2026 10:36:59 GMT

I have returned equipment but still messageing me to returned equipment. Please confirm my returned. Thank you

Re: Returned equipment but still being messaged to say not returned

Daniel0210 — Wed, 29 Apr 2026 11:11:00 GMT

@Kunle1 wrote:

Please confirm my returned.

@Kunle1
This is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

The returns are dealt with by Unipart on behalf of Sky and they are apparently taking quite a number of weeks to process them at their warehouse.

With or without proof of posting we can maybe get you some help from Skys Community Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.

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.