Need box for router

[SR7]

I cancelled my mother's broadband account several months ago and a box for the router has still not been sent to her address.  I have requested this several times, emailed MySky in the last 10 days and had no response.  The router box is now urgent.

[Daniel0210]

@SR7 
If you’ve cancelled successfully Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q, for any loaned equipment they are expecting back. So if you cancel Sky Q and Broadband the smaller BB packaging should arrive first.

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive at all 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.