Charged for returned equipment

[BarryH49]

I returned my old broadband router as requested and have been told that it hasn't been received and that I will be charged for it. I have a proof of postage, as well as an email from Sky saying "Thank you for returning our Sky kit" - "It's way back to us"

The virtual assistant is of no use at all and I can't find another way of raising it with Sky - very furstrating that I have to go through all this hassle!

[Daniel0210]

@BarryH49 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post 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 fairly regularly.

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

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @BarryH49 to chat.