topic Re: Order update in Account & Billing

Order update

Tavis — Wed, 07 Oct 2026 11:50:55 GMT

I am in need of confirmation that my contract has been cancelled and my device will be collected as I called on Monday 5th October to cancel and I am yet to receive the packaging to return my devices

Re: Order update

Annie+UK — Wed, 07 Oct 2026 11:59:21 GMT

This forum is primarily customer-to-customer help, you're not talking to Sky support

Try phoning Sky

Re: Order update

caesarome — Wed, 07 Oct 2026 12:00:40 GMT

@Tavis

Is anything show here regarding the packaging:

https://www.sky.com/ordertracking

As we are customers here all we can say is to check your account to see what it now shows regarding this device.

Re: Order update

Daniel0210 — Wed, 07 Oct 2026 12:11:59 GMT

@Tavis

Sky don't 'collect' equipment.

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/Stream TV, for any loaned equipment they are expecting back. If you cancel both Broadband and TV 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

It’s important that you 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.