27 Oct 2024 02:00 PM
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?
27 Oct 2024 02:48 PM
Do you have proof of postage if so you need to take a photo of this and email it to sky
27 Oct 2024 02:58 PM
Posted by a Superuser, not a Sky employee. Find out more
@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.
What do you mean by "engineer said he would keep old hub" and "we sent new hub back"?
30 Oct 2024 02:44 PM
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?
30 Oct 2024 04:07 PM
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 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.
30 Oct 2024 04:21 PM
Posted by a Sky employeeHi there! Thank you for escalating this. We have sent an invite to @JoeVarley.
02 Nov 2024 08:32 AM
Posted by a Sky employeeUpdate-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.
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