Change of Subscription

[2spring_]

On 20.03.2026 I contacted Sky with a view to reducing my monthly subscription. Having spoken to their representative we agreed that I should drop Sky Cinema along with Sky HD and along with some discounts we managed to reduce my subscription substantially. I was keeping Sky Q, Sky multiroom, Sports and Kids. At no time was I informed that I had to return any of their boxes. A few days later I received a small prepaid cardboard package with no instructions. Despite several phone calls to Sky, they have been unable to resolve the matter. One representative saying I need a new multiroom box, another saying that the subscription is all on order and there is no need to change the box. Has anyone experienced a similar situation any help would be appreciated.Thanks

[caesarome · Accepted solution]

@2spring_ 

If all you have done is to cancel Sky Cinema and HD then there should not be anything to return so what does it show via your order tracker here about this, so does it say what they are saying you should return:

https://www.sky.com/ordertracking

[2spring_]

I have looked at my orders and itsays that I have No Orders at present, as part of my new deal I received discount on my Multiscreen  subscription. However on checking my messages one of them refers to me cancelling the Multiscreen subscription, in the same message it mentions about returning the Sky Q mini box. In the next message I received a few minutes later it confirms my Sky package as Sky TV and  Multiscreen. Could it be because I have a new contract on Sky Multiscreen I require a new box. I will endeavour to speak with a Sky rep again. Thanks.

[caesarome]

---

@2spring_ wrote:

However on checking my messages one of them refers to me cancelling the Multiscreen subscription, in the same message it mentions about returning the Sky Q mini box. In the next message I received a few minutes later it confirms my Sky package as Sky TV and  Multiscreen

---

You will not require a new box but what might have happened is to give you a new discount Sky cancelled your current multiscreen package before applying the discount to the new package so doing this could have triggered the return.

[2spring_]

Thanks for your help that explanation seems the most likely. I will wait and see if anything further developes.