Charge for returned equipment

[Psb90]

I recently cancelled my Tv and broadband, and sent both my TV box and Broaadband box in the provided packaging. Both in the same box, and have received confirmation sky have received this package. Now I have an e-mail saying I will be charged 53 pound for non return of the broadband box, if they received the package I don't understand how they can only have received one part and can't get anyone on the phone or chat. Thanks 

[GD1]

@Psb90  When did you return the items?  Did you keep proof of postage?

[Daniel0210]

@Psb90 
Have you kept your proof of posting?

Unipart deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from Skys Messaging Team.

If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

[Psb90]

I have proof of postage will need to dig it out but I also have a message from sky confirming they have received the equipment 

[Daniel0210]

@Psb90 
I’ve escalated your post to Sky 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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Psb90.