27 Oct 2023 11:47 AM
I returned my sky equipment as requested on 20th September.
I am getting texts over a month later reminding me to return. I have the tracking number from Royal Mail.
27 Oct 2023 02:11 PM
Posted by a Sky employeeUpdate-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.
27 Oct 2023 12:35 PM
Posted by a Superuser, not a Sky employee. Find out more@Andym1q
I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.
Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.
This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
27 Oct 2023 12:40 PM
Thank you @Daniel0210
27 Oct 2023 12:56 PM
Posted by a Sky employeeThanks for escalating this. We’ve sent an invite to chat.
27 Oct 2023 02:11 PM
Posted by a Sky employeeUpdate-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.
18 Nov 2023 10:13 AM
It seems that this issue has arisen again. I did an online chat with someone about a month ago who assured me the matter was resolved. I supplied the proof of postage and was informed that the matter was closed.
Yesterday, I received yet another text message to say that I was being charged for equipment that I have already returned.
There is clearly an issue with the process that has been put in place for monitoring returned equipment that needs to be addressed.
18 Nov 2023 10:16 AM
Posted by a Superuser, not a Sky employee. Find out moreTo get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.
This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.
18 Nov 2023 11:02 AM
Posted by a Sky employeeHi there! Thank you for escalating this. We have sent an invite to Andymq1.
18 Nov 2023 12:37 PM
Posted by a Sky employeeUpdate-We are closing this session now as this matter has been resolved. If there is anything else we can help you with in the future, please do not hesitate to reach out. Thanks.
21 Dec 2023 12:34 PM
Hi, I was hoping to speak to someone about the same issue as OP, I'm getting texts, asking to send back the equipment that I have already sent back. I have my receipt from the post office aswell. I tried using the virtual assistant but I wasn't getting anywhere with an answer?
Thank you.
21 Dec 2023 12:36 PM - last edited: 21 Dec 2023 12:45 PM
Posted by a Superuser, not a Sky employee. Find out more@Laura126
I will escalate your post to Sky in about 10 minutes and the Messaging Team may contact you later.
Look out for 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 the process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
edit: @Laura126 now escalated
21 Dec 2023 01:12 PM
Thank you @Daniel0210
21 Dec 2023 04:34 PM
Posted by a Sky employeeThanks for escalating this. We’ve sent @Laura126 an invite to chat.
24 Dec 2023 09:02 AM
Posted by a Sky employeeUpdate-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.
24 Dec 2023 10:45 AM
@Addie15 hi. I did reply, then heard nothing myself. I understand its quite busy at yourside, but I unfortunately was also on shift at work so coukd only wait for a reply during my 30 minutes lunch break. I didn't get the security question until much later and my reply obviously came later then that. I'm happy to continue this when you're all back after Christmas as the message let me know you'd be closed during that time. Thank you.
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