Being asked to return a hub that I dont have or be charged??

[1307psutherby]

I joined Sky last month picking up broadband and stream coming over from Virgin Media.  Everything is working ok but I couldnt understand why my order page when I was tracking my order showed both the delivery and install dates for my broadband, but also had a line for return broadband hub.

My installation day came around and everything was working ok... now when I log into my Sky I see a big red box saying return your broadband hub by August 5 or we will charge you 53 pounds.

I cant return my hub as I only have the one that was delivered.

I did join sky in 2022 and cancelled in the cooling off period... at the time I joined for broadband and stream as well but got tempted back to virgin with an incredible offer to return to them so I cancelled and returned all the kit I had been delivered.  I dont even recall if I got as far as broadband hub being delivered or being activated, I really dont think I did - but I can confirm that every single piece of Sky kit I had delivered at the time was returned, and I was never sent any chasers to return anything that was deemed outstanding.

I called sky this evening and was told that they believe (but couldnt say for sure) that this related to the 2022 order and they could check with the warehouse if I call tomorrow when they are open to check, but she was firm in stating that if they cant say that it was returned then I will need to pay the charge.  They cant confirm that I took delivery of this though and I have strong doubts that the warehouse will be able to confirm its been received back either... 

Can anyone help me get this charge resolved... I find it incredible that something that I have never been contacted about in 2 years and has only been brought up after I rejoined sky is being pursued like this?

[Daniel0210]

@1307psutherby 

I appreciate it was a couple of years ago but do you have the proof of posting the equipment back? 

[1307psutherby]

I am not even sure I actually took delivery of it as I may have cancelled before it was even delivered...  If I did then no I dont have proof of postage from 2 years ago, but it would have been in the same box as the stream pucks that I returned...

[Daniel0210 · Accepted solution]

@1307psutherby 

Give Sky a call tomorrow and see what they say. If they state the equipment was delivered to you post back on this thread and we can perhaps see if the Messaging Team can help you but without proof of posting any cancellation of the non return fee will be at Skys discretion. 

[Pablo64]

This has also happened to me. 

I left Sky in Oct 2023, sent my Q equipent back along with my Router and Booster. The paperwork I received informing me what Sky products I had to return only showed the 2 off Sky Qboxes and the Broadband Booster, not the Router. I returned the Paerwork In the box with the equipent and wrote on what I had returned. I didn't hear anything back from Sky.

9 months on I have returned back to Sky for BB and TV, only to be Informed now that I have an outstanding piece of kit to return (Old Router) or I will be charged. 

I called Sky and spoke to an employee who advised me he would get this sorted for me. I've now had another mail from the Sky employee telling me the returns department haven't received the Router!! 

If Sky have received my parcel containing the Q equipment and Broadband booster 4, they've also received my Router too!!!

[Daniel0210]

@Pablo64 

Althought 10 months have elapsed have you still got your proof of posting it all back?