Cancelled sky activation but got a message saying hub is on the way

[N-S]

Hello,

I decided to cancel my activation with sky and stick with my current provider. I have rang Sky twice now and on both occassions they have said that I don't need to worry and my cancellation is being processed and I will receive my £5 refund and an email to confirm the cancellation within 5 days - this was more than 2 weeks ago and way before my activation date - 6th Sept 2024. I have now received a message telling me my hub is on the way so I am now doubting that they have in fact cancelled my account. I think its unfair that despite giving enough notice that I now have to go through the hassle of waiting for the hub and then having to return it, most likely at the expense of my time and resources and still not receive my refund or confirmation of cancellation as stated by Sky. This has been the worst experience and I am disappointed that even with 2 phone calls (which in itself was difficult to get through and a waste of time by the looks of it) it did not sort the issue.

[caesarome]

When and if the hub turns up you can refuse the delivery so it should be sent back to Sky, this might have been ordered before you put your cancellation in as it might have been to late to start this from being processed and sent out.

[N-S]

@caesarome

Thanks for your reply.

It's been 2 weeks since I last called so I would have thought that is enough notice and based on the RM tracking it was sent by the retailer today.

If I was to refuse delivery, would that not cause a problem in receiving my refund and also be at risk of incurring additional charges for "not returning equipment" as I doubt there would be proof that you have refused and its been sent back to the retailer?

[caesarome]

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@N-S wrote:

If I was to refuse delivery, would that not cause a problem in receiving my refund and also be at risk of incurring additional charges for "not returning equipment" as I doubt there would be proof that you have refused and its been sent back to the retailer?

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Possibly but then as you are a not a customer (due to cancelling) then not returning equipment and the like wouldn't apply I would have thought but if you do take it in then you would need to go through the return process and making sure you get the proof.

[N-S]

@caesarome

At the moment I am not certain that the cancellation has even been processed, since they still have not sent a confirmation email as they stated. Lets hope that it is what you have suggested and they have not processed it before the hub was sent out.

I hope there won't be any more unexpected issues!

[N-S]

I have been sent the hub. How do I obtain a return label that can be printed at the post office?

Thanks

[caesarome]

You can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

[N-S]

I have not opened the package that was sent so can't I just send it in the original box it was sent and stick the returns label on top?

[Mark39]

Yes, you can do that. Just to reiterate - do get proof of posting and keep it.