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Discussion topic: I have returned my equipment but sky is asking for it

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This message was authored by JLS18 This message was authored by: JLS18

I have returned my equipment but sky is asking for it

I have received a text message and email saying I haven’t returned a sky hub piece of equipment. I have returned everything that was listed on the document that arrived with the boxes. The day the box arrived I packaged it all up in the correct slots and took it to the post office on 18th August 2023. 5 weeks later they are saying we will get charged for it if we don't send it back, can anyone help?

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: I have returned my equipment but sky is asking for it

Posted by a Superuser, not a Sky employee. Find out more

@JLS18 
Have you kept your proof of posting?

We understand returns are taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in updating Sky that equipment has been received. Let us know in this thread and we can maybe get you some help from the Messaging Team.

If you have the proof of posting we’ve been told it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t post an image of the Royal Mail tracking or postal receipt.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
JLS18
Topic Author
This message was authored by JLS18 This message was authored by: JLS18

Re: I have returned my equipment but sky is asking for it

It was posted 5 weeks ago not sure if I have the post office receipt still. Surely they can just check the serial number on the items to see I have posted it back.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: I have returned my equipment but sky is asking for it

Posted by a Superuser, not a Sky employee. Find out more

@JLS18 wrote:

It was posted 5 weeks ago not sure if I have the post office receipt still. Surely they can just check the serial number on the items to see I have posted it back.


@JLS18 

It's not that simple but to see if they can help 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


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Addie15 This message was authored by: Addie15

Re: I have returned my equipment but sky is asking for it

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to JLS18.

JLS18
Topic Author
This message was authored by JLS18 This message was authored by: JLS18

Re: I have returned my equipment but sky is asking for it

This has now all been sorted and they have received the hub. Thanks 

This message was authored by gina1969 This message was authored by: gina1969

Re: I have returned my equipment but sky is asking for it

 I jave had the same happen to me.  I have tried getting through to someone but no one knows what department to put me through to.  Not sure what to do?

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: I have returned my equipment but sky is asking for it

Posted by a Superuser, not a Sky employee. Find out more

@gina1969 
Have you kept your proof of posting?

We understand returns are taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in updating Sky that equipment has been received. Let us know in this thread and we can maybe get you some help from the Messaging Team.

If you have the proof of posting we’ve been told it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t post an image of the Royal Mail tracking or postal receipt.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Cheekymonkeytoo This message was authored by: Cheekymonkeytoo

Re: I have returned my equipment but sky is asking for it

I have also just had an annoying text saying I havent returned equipment and will be charged. 

Surely the Sky processes can scan equipment they receive and avoid customers having to chase a resolution.

I have the receipts in front of me.

As always you cant find anyone number to call and the autobot is useless for this

This message was authored by caesarome This message was authored by: caesarome

Re: I have returned my equipment but sky is asking for it

Posted by a Superuser, not a Sky employee. Find out more

@Cheekymonkeytoo 

As you have proof of posting with tracking to 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.

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: I have returned my equipment but sky is asking for it

Posted by a Superuser, not a Sky employee. Find out more

@Cheekymonkeytoo 
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. You’ll then 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 aren’t instant so you’ll just need to check the chat thread regularly.

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


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Cheekymonkeytoo This message was authored by: Cheekymonkeytoo

Re: I have returned my equipment but sky is asking for it

@caesaromeIm assuming it takes a week or so for the chat bubble - nothing received yet.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: I have returned my equipment but sky is asking for it

Posted by a Superuser, not a Sky employee. Find out more

@Cheekymonkeytoo 

Chat invites aren't guaranteed but I’ve re-escalated your post to Sky and the Messaging Team may get in touch with you tomorrow. The process is as per my earlier post. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: I have returned my equipment but sky is asking for it

Posted by a Sky employee

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

This message was authored by DavidWK This message was authored by: DavidWK

Re: I have returned my equipment but sky is asking for it

Hi, following the same issue here - moved from sky q to sky glass, upgraded the broadband to sky fibre in december 2023.

Mid dec, sky sent the packaging, i included sky q 2tb box, all sky q minis and remote. Sent, didn't hear anything and therefore binned tracking reciept.

Sky now stating I will have to pay £135 for sky box, but I have absoutely sent it - in fact I sent it the day after I received the packaging in mid december.

Can anyone @sky @Addie15 please get in touch to help me as I can't get any help online. Thanks

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