A return of equipment

[Missus]

Our records show that we need to return our box but we have reverted back to Sky Q after being dissatisfied with Sky Glass. How do get the return cancelled from our account before we get charged? 

[Daniel0210]

@Missus 
I’ll escalate your post to Sky (when it’s more than the ten minutes old that we have to allow) and their Messaging Team should contact you later.

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

[Daniel0210]

Now escalated @Missus 

[Greenfingers001]

Thanks for escalating this. We’ve sent @Missus an invite to chat.