Non Returns Charge for Returned Equipment

[PeteWheeler]

Hi,

I have received a text today  (16th October 2025) informing me that a charge has been applied to my account as 'we haven't received our sky equipment back.' 

I have 2 proof of posting receipts from the Post office, 2 proof of 'signed for' tracked delivery notifications from Parcelforce and 2 'Thank you for returning our Sky kit' emails.

This covers the 2 pucks and the hub, everything that was to be returned. It was all returned in plenty of time and well before the return dates given.

I am unable to find a direct way to contact Sky about this so can anyone help or advice me please

Thank you

[Daniel0210]

@PeteWheeler 

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward as you have the proof of posting.,

Please don't try to post an image of the Royal Mail tracking or postal receipt as Sky don't allow them on the forum.

[PeteWheeler]

Thanks for replying,

I have tried Sky Assistant which was unable to help, which social media platform would you suggest, Facebook ?

Also what is the best way to contact Sky directly please?

[Daniel0210]

@PeteWheeler 

I don't use social media at all. The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[PeteWheeler]

Ok thanks

[PeteWheeler]

Really mystified now, I have just received an email refunding me £18 before I have even been in touch. No money has been taken from my bank account since August so I don't see how this can be a refund for non returned equipment, something must have been jiggled.