Charged non-return fee for Sky Q box – lost An Post receipt

[HC25]

Hi 

I returned a Sky Q box on the 30th of April 2026. 

I returned it in the return packaging sent by Sky. There should be a tracking number on that packaging and this number should be recorded on your side as a way of tracking what Sky has sent to me.

I do not have a receipt from the post office. I did ring customer service last month as I was getting messages to return my Sky box. The lady I was speaking to could not help me and told me they were automated messages and that the Sky box is probably in transit. Today I received a text message saying that I am getting charged for not returning equipment. 

I have returned it. I do not consent to the charge.

[caesarome]

@HC25 

It might take a little while to sort out without the receipt but would you like Sky's messaging team to contact you via a private chat bubble on here about this ?

[Daniel0210]

@HC25 

I believe the Community Messaging Team can't currently deal with ROI issues so you'd need to contact by other means.

[caesarome]

Ahh yes, sorry @HC25 I hadn't noticed you were an Ireland based customer so you will have to speak to Sky Ireland about this as situations like this are the reason you should keep the receipt safe for at least 6 months.

[HC25]

Thank you. I will look into it.

[Daniel0210 · Accepted solution]

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@HC25 wrote:

Thank you. I will look into it.

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@HC25 
These are the current methods available for contacting Sky. Depending on the reason for making contact some will be more appropriate than others.

🟣📞 Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you’re a Sky Broadband customer. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟣online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟣Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟣Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

🔹Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed over a weekend.