topic Re: Cancelled Contract - packaging to return router in Account & Billing

Cancelled Contract - packaging to return router

Monstera_83 — Tue, 11 Aug 2026 10:25:10 GMT

I cancelled my Sky broadband a few months ago and was told I would receive packaging to return the router but I still haven't been sent anything. I keep getting texts telling me to return it but I don't have packaging or a way of printing a label.

I have supposedly spoken to a human on Sky chat and was told that packaging was being sent out to me and would arrive in a couple of days...this was weeks ago and unsurprisingly I still haven't had anything.

Can someone please tell me how I actually get Sky to send out the packaging or get them to stop sending me messages? I would trying calling their 'customer service' but that is a painful experience and I don't have any faith that it will do any good!

Re: Cancelled Contract - packaging to return router

Daniel0210 — Tue, 11 Aug 2026 10:28:33 GMT

@Monstera_83
If you’ve 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. So if you cancel Sky Q and Broadband the smaller BB packaging should arrive first.

Any return packaging should show on your account
https://www.sky.com/ordertracking

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive at all 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: Cancelled Contract - packaging to return router

Monstera_83 — Tue, 11 Aug 2026 14:27:38 GMT

Thanks @Daniel0210, I have successfully cancelled sky and I've been using EE for a couple of months now.

I appreciate that Sky *should* automatically send out packaging but they haven't and I've made them aware of that.

I don't see why it should be my responsibility to get the equipment back to them - they want it back so they will need to send something! So is there a way of making this happen? If not I will just dump the router as I'm fed up of not getting anywhere.

Re: Cancelled Contract - packaging to return router

Daniel0210 — Tue, 11 Aug 2026 14:48:48 GMT

@Monstera_83

The T's and C's you agreed to make it the customers responsibility to return all loaned equipment Sky are expecting back. If it's not forthcoming Sky will charge you non return fees…

What you'll be charged

The charge depends on what equipment you haven't returned

Sky Q:

Sky Q 1TB box - up to £117
Sky Q 2TB box - up to £135
Sky Q Mini box - up to £52

Stream

Puck - up to £38

Sky Broadband:

Sky Gigafast+ Hub - up to £112
Sky Max Hub - up to £75
Sky Broadband Hub - up to £53
Sky Max Pod - up to £58
Sky Broadband Booster - up to £33

Re: Cancelled Contract - packaging to return router

PandJ2020 — Tue, 11 Aug 2026 14:46:12 GMT

@Monstera_83 wrote:
If not I will just dump the router as I'm fed up of not getting anywhere.

That is definitely not recommended as detailed why in the previous post.

Re: Cancelled Contract - packaging to return router

DaveDrizen — Tue, 11 Aug 2026 17:31:42 GMT

@Monstera_83 wrote:
Thanks @Daniel0210, I have successfully cancelled sky and I've been using EE for a couple of months now.
I appreciate that Sky *should* automatically send out packaging but they haven't and I've made them aware of that.
I don't see why it should be my responsibility to get the equipment back to them - they want it back so they will need to send something! So is there a way of making this happen? If not I will just dump the router as I'm fed up of not getting anywhere.

The packaging sent by Sky is only big type of self sealing envelop or bag with address label to place over one used to send the bag to you. I am sure you could find somthing Simlar to send the item back. If not even buying such packing will be a small cost ( probably under £1 ) than what Sky will charge you if the do not get there equipment returned. The return label include a code ( even one printed of your self or at post office) to be returned by parcelforce 48 postage payed by Sky.
In a post above on here there details of how to to print off label to send back to Sky and I believe if you can't print such address label your self, this can be done at you local post office.
Unfortunately under terms your contract with Sky it your responsibility to return there equipment, at the end of the contract. If not received back within a certain time (about 60 days from end of service and contract ) Sky will make charge to you at the prices listed elsewhere on this post.
You will do your self no favors by not returning equipment as required and just disposing of the item, as if not retuned to Sky in timescale quoted above and if Sky can no longer take such charges from your direct debit because you have cancelled it , they will continue to chase you for such payments including puting in the hands of debt collectors eventually if necessary.