Non returns charge for my broadband router, when the woman said she’d sent out some packaging and a

[Eiteka75]

I've been charged for non return of my broadband router when the lady promised to send out some packaging and a returns label but it never arrived, I would like a full refund 

[Daniel0210]

@Eiteka75 
You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

You will be refunded when you return it.

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 14 days for broadband and 31 days for Sky Q) for any loaned equipment they are expecting back.

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