topic Re: No email stating what equiptment to return in Account & Billing

No email stating what equiptment to return

1275JC — Thu, 09 Apr 2026 11:19:10 GMT

I have been sent a box by sky after cancelling my services but have not recived any contact text/email to tell me what equptment to return

The box is just about big enough for the router but seems to small for the Q box

How do i find out what im required to return an if i need more packing?

Re: No email stating what equiptment to return

Daniel0210 — Thu, 09 Apr 2026 11:23:05 GMT

@1275JC

If you’ve successfully cancelled, or you’ve moved from Sky Q to Glass or Stream, 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 you’re 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. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

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

Re: No email stating what equiptment to return

caesarome — Thu, 09 Apr 2026 12:12:44 GMT

@1275JC

If you are cancelling both broadband and TV then you might have more packaging on the way for your Q box so does anything appear here for you:

https://www.sky.com/ordertracking

Re: No email stating what equiptment to return

1275JC — Mon, 13 Apr 2026 08:47:10 GMT

Thankyou both for your answers

After checking that tracking section it does state the broadband hub is awaiting return so that makes sense now ill send it back.

The Q box is one of the first ones very old and slow so possibly not wanted back

Re: No email stating what equiptment to return

DaveDrizen — Mon, 13 Apr 2026 09:00:36 GMT

@1275JC wrote:
I have been sent a box by sky after cancelling my services but have not recived any contact text/email to tell me what equptment to return

The box is just about big enough for the router but seems to small for the Q box

How do i find out what im required to return an if i need more packing?

If you give Sky a ring customer services they should be able to tell you what equipment they want back and if you need more packaging they will be able to arrange that also

Re: No email stating what equiptment to return

caesarome — Mon, 13 Apr 2026 09:10:04 GMT

@1275JC wrote:

The Q box is one of the first ones very old and slow so possibly not wanted back

@1275JC

The Q box is owned by Sky so they might want it back.