topic Re: Returns issues in Account & Billing

Returns issues

Jared2148 — Thu, 24 Sep 2026 09:59:10 GMT

I've returned my sky broadband equipment and I have proof of postage and Royal Mail signed for delivery. I'm still getting emails from sky saying they haven't received anything and I could be charged over £50.

Re: Returns issues

Daniel0210 — Thu, 24 Sep 2026 10:02:42 GMT

@Jared2148
We have to wait at least 10 minutes from your post before we can escalate the issue to Sky so I’ll escalate it at that point and staff from their Community Messaging Team should contact you in due course.

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: Returns issues

Daniel0210 — Thu, 24 Sep 2026 10:11:00 GMT

@Jared2148

Now escalated.

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.

If you have the proof it should be fairly straightforward.

Re: Returns issues

Danz994 — Thu, 24 Sep 2026 10:39:26 GMT

Good morning @Daniel0210 Thanks for making us aware of this. I'll send @Jared2148 an invite now and we can take a closer look into this. Thanks, Danielle

Re: Returns issues

Jared2148 — Thu, 24 Sep 2026 11:07:31 GMT

Hi, many thanks for that. I am still waiting for the invite so that we can sort this out

Re: Returns issues

Danz994 — Thu, 24 Sep 2026 11:15:52 GMT

Hi @Jared2148 We have your PM & will respond to you as soon as we can 🙂 Thanks, Danielle

Re: Returns issues

Daniel0210 — Thu, 24 Sep 2026 11:21:10 GMT

@Jared2148

As stated Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.