Made homeless. Charges for not returned item. Still waiting for returns package to new address.

[NiCkDee24]

Hey. So, in december i was made homeless. I since have been given a new property and i received an email from sky asking for the equipment back. Fortunately i was able to bring the equipment with me and i have it here. I contacted sky and said i haven't received a returns package to put it in. They asked me for my new address to send it to and i am still waiting for it. I have just been told this morning that charges have been added to my account for not returning the equipment. Can someone advise please?

[Daniel0210]

@NiCkDee24 
If you’ve successfully cancelled Sky should send out returns packaging (to the address where the account was active) near the end of any cancellation period (which is 31 days for Sky Q and 14 days for Broadband) for any loaned equipment they are expecting back. Sky may not ask for older hubs back such as the Sky Q hub.

If the arrival of packaging is delayed, lost or damaged on arrival it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

[MightyQuinn · Accepted solution]

Hi @NiCkDee24   You can use your own packaging and and get free delivery here.

[NiCkDee24]

Thanks. I'm going to do that now. Just, the problem was they were meant to be sending one out to me to my new address and due to waiting for it, i've had a charge put on my account.

[Daniel0210]

@NiCkDee24 

Don't be surprised if the second lot of packaging also goes to the account address as well.

Once you've returned it, and kept proof of posting, come back on this thread and we can escalate it to Sky to help getting the charges cancelled.