topic Re: Non return fee in Account & Billing

Non return fee

Case3 — Wed, 03 Jun 2026 07:39:59 GMT

I’ve been charged £53 for non-return of equipment, but I wasn’t contacted by email, text, or phone. I moved house in April and had to upgrade due to our new property being full fibre. When I spoke to an adviser on the phone I said I need the new box sent to the new address because I will no longer be living at the old address. My new box got sent to my old address after going back and forth with sky I got my new box a couple weeks ago but it wasn't working. Rang sky again and they said I could see the old box until the issue had been fixed. Now I can see on my sky app I've been charged but haven't been contacted regarding this, what can I do?

Re: Non return fee

caesarome — Wed, 03 Jun 2026 08:52:26 GMT

@Case3

If you were sent a new hub then it is your responsibility to return the other one as the order tracking section on the app would have showed you that you needed to have done this.

You can print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off because once it has been received into stock posters we can arrange some help for you via here to get a refund on the fee you have been charged but you need the order tracking details as Sky will need the details from this.