Equipment return after account close - email to say 1 item not returned and will be charged for

[Iceland1]

After cancelling Sky Broadband I sent my sky equipment back promptly on 29th September 25, in the returns box provided by Sky with specific sections for different items, including the hub, and the wifi extender (Sky Max Pod), plus wires etc. 

I have had a 4 individual emails on 30th September from sky to say 'thank you for sending back our Sky kit - it's now with our courier and will be with us shortly'.

I now have an email dated 16th October from Sky to say 'We still haven't received our Sky equipment. To avoid being charged, please return the below to us by 25 November 2025 - Sky Max Pod £58.00.

This item was in the package sent back on the 29th September, along with the hub and wires and everythig related to SKY broadband service. - I have a Post Office tracking number.

I am disappointed there is no easy way to contact Sky for resolution and are directed to a community forum, that I note many other similar experiences regarding returns are also being reverted here and escalated.

[Daniel0210]

@Iceland1 

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

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

[SKY1992bf]

@Iceland1  unfortunately the escalation process is currently unavailable for the foreseeable future 

so your only option is to contact Sky directly with your proof (please do not post it on here 

These are the current methods for contacting Sky…

▪️call by dialling 150 (free) from either a Sky Talk landline or a Sky mobile.

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

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

▪️online help via this link
https://www.sky.com/help

▪️ Sky Assistant is also available at the top of sky.com/help for most service issues and gives you 24/7 help and a quick response. It will 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 with Sky via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.