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[JoeVarley]

We had full fibre broadband fitted in Sept 2024. Engineer said he would keep old hub. We sent new hub back in its box via GPO.                     Email confirming that the package was with their courier recieved on Sept 23. We are now getting request from sky for return of hub .What do we do next?

[peter-marlow+1966]

Do you have proof  of postage  if so you need to take a photo  of this and email  it to sky

[Daniel0210]

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@JoeVarley wrote:

Engineer said he would keep old hub. We sent new hub back in its box via GPO.                     Email confirming that the package was with their courier recieved on Sept 23. 

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@JoeVarley 

What do you mean by "engineer said he would keep old hub" and "we sent new hub back"?

[JoeVarley · Accepted solution]

We were having fibre to the property fitted. The engineer said he would use our old hub to save changing passwords etc. He asked me to send the new one back in the box it came in adding a note to explain why it was coming back.

My wife posted it back and got proof of postage form from post office. When we got an email from Sky thanking us for returning the hub she throw away the proof of postage form . I have this Sky email and message ID. If I need to email this to sky what email address should I use?

[caesarome]

@JoeVarley 

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 by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Addie15]

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

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[JoeVarley]

My wife got a proof of postage form . But she binned it when email came from Sky confirming that the had recieved it back. I can send a coy of this email if you tell me the email address to sent it too. J Varley

[Mark39]

@JoeVarley you didn't respond to the online chat within the 48 hours allowed. Would you like us the ask the messaging team to contact tyou again? 

[JoeVarley]

I have been away for a few days and not able to contact anyone . Please can you make this active again. We have sent the kit back but need to be able to prove it to Sky by sending copys of their 'we have you kit' email to an email address that we do not have.

[MarkGoldsmith]

@JoeVarley i've re-escalated this to the Sky Messaging Team for you.

[Greenfingers001]

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