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Discussion topic: Asked to return Sky hub but I paid for the hub when I upgraded it

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This message was authored by R+Spice This message was authored by: R+Spice

Asked to return Sky hub but I paid for the hub when I upgraded it

I have been asked to return my broadband hub as I haave just cancelled my boradband and phone. I paid for the broadband router before we switched to sky Q.

 

How can I challenge the request to return it?

 

Cheers

 

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This message was authored by GD1 This message was authored by: GD1

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

@R+Spice  Your duplicate post has been removed as you already have this thread.

 

Sky hubs can't be purchased, they are loaned to you.  Therefore you'll need to return any Sky equipment you're being asked to.

 

Out of interest which hub do you hve from the ones below?

 

GD1_0-1695661803606.png

Like you I'm a customer here, Sky Employees are clearly identified as such.
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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

@R+Spice 

From Skys own website-

The charge depends on what equipment you haven’t returned to us:

  • Sky Q 1TB box - up to £117
  • Sky Q 2TB box - up to £135
  • Sky Q Mini box - up to £52
  • Sky Max Hub - up to £75
  • Sky Broadband Hub - up to £53
  • Sky Q Hub - up to £50
  • Sky Max Pod - up to £68
  • Sky Broadband Booster - up to £36

Paying a Non-return charge doesn’t buy the equipment, it’s just a cost for not returning. It will still be Sky owned and we’ll still want you to return it.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
R+Spice
Topic Author
This message was authored by R+Spice This message was authored by: R+Spice

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Hi, I paid £50 to upgrade my sky hub at the time to the sky broadband hub. this was before we had Sky Q

This message was authored by PandJ2020 This message was authored by: PandJ2020

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

@R+Spice wrote:

Hi, I paid £50 to upgrade my sky hub at the time to the sky broadband hub. this was before we had Sky Q


Yes, but you didn't purchase it.  It's an admin fee etc. (non-refundable)

I am just another Sky customer and my views are my own
R+Spice
Topic Author
This message was authored by R+Spice This message was authored by: R+Spice

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

At the time I was told it was the fee to own the router, not that it was effectively rented/leased. 

 

This message was authored by caesarome This message was authored by: caesarome

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

How long ago were you told this ?

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R+Spice
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This message was authored by R+Spice This message was authored by: R+Spice

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

five years or more, I recall as having to pay for the router, extra for the postage and clarifying at the time

 

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

@R+Spice  What's the model number of the router in question 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
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R+Spice
Topic Author
This message was authored by R+Spice This message was authored by: R+Spice

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

The modelnumber is SR203

This message was authored by Mark39 This message was authored by: Mark39

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

@R+Spice wrote:

The modelnumber is SR203


I seem to remember that the Sky Broadband Hub was indeed sold to customers for a while.

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Posted by a Superuser, not a Sky employee. Find out more

@R+Spice To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others


If you would like to post a “Send Your Thanks to Sky” message please click Here
This message was authored by MightyQuinn This message was authored by: MightyQuinn

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Hi @R+Spice    What exactly does the email say? Are you sure that is not inviting you to recycle it.

R+Spice
Topic Author
This message was authored by R+Spice This message was authored by: R+Spice

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

 
As you are cancelling your Sky Broadband service, you need to be aware of the following
 
You will need to return the Sky-owned equipment within 60 days of us sending you the necessary packaging and instructions, otherwise you will be charged a non-return charge for each piece of equipment you fail to return, as below.
 
Sky Hub 4.2
R+Spice
Topic Author
This message was authored by R+Spice This message was authored by: R+Spice

Re: Asked to return Sky hub but I paid for the hub when I upgraded it

Hi @SKY1992bf 

 

I havent seen any messaging or email from anyone. my email/private message notifications are on.

 

Cheers

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