topic Re: Sent back equipment in Account & Billing

Sent back equipment

Canny16 — Thu, 13 Aug 2026 07:24:12 GMT

Hi, I cancelled my broadband over 6 years ago and they are now saying I didn't send equipment back and have sent out a returns package for something I don't have. I must have sent it back as I don't have it and I never throw equipment out. What do I do?

Re: Sent back equipment

caesarome — Thu, 13 Aug 2026 07:25:29 GMT

@Canny16

Six years is a long time for this to crop up so what shows on your account here regarding this:

https://www.sky.com/ordertracking

Re: Sent back equipment

Canny16 — Thu, 13 Aug 2026 07:27:52 GMT

I looked to order broadband again and they said I owe them equipment, needless to say I've gone with a different supplier. There is no equipment listed on my account at my end.

Re: Sent back equipment

caesarome — Thu, 13 Aug 2026 07:45:51 GMT

Would you like Sky's messaging team on here to send you a private message about this to see if they can get to the bottom of why this has happened ?

Re: Sent back equipment

Canny16 — Thu, 13 Aug 2026 07:47:01 GMT

Yes please.

Re: Sent back equipment

caesarome — Thu, 13 Aug 2026 07:56:03 GMT

@Canny16

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Sent back equipment

caesarome — Thu, 13 Aug 2026 08:06:27 GMT

Just an update @Canny16 , there is an issue with the messaging service at present so it might be a while before you are contacted.

Re: Sent back equipment

SuperMatt — Thu, 13 Aug 2026 09:01:23 GMT

Hello, @Canny16. I'll send you an invite to a private chat shortly and we can help you.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141