Not received returns pack

[Geds23a]

Just spoken to Customer Services to say I've not had my returns package and they tell me they've sent it to my old address, despite me telling them of my new address.

Now they tell me they can't resend it because my account is closed so now I've got to find a box from somewhere (haven't got any available in the house), and find somewhere to print the label!

if I don't do it, I'll get charged. Surely this can't be right? 

[Mark39 · Accepted solution]

They send the packaging to the address they have on record at the time it's sent.

I don't know about their ability to resend the packaging once the account has been closed, but I wouldn't be surprised given that their systems are very much automated.

Ultimately it's your responsibility to return the equipment, I'm afraid.

[Geds23a]

I had already told them my new address. Surely someone could get the returns pack sent manually? 

[Daniel0210]

@Geds23a 
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.

[Geds23a]

And if I can't print a label? 

[PandJ2020]

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@Geds23a wrote:

And if I can't print a label? 

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Did you actually read the link?

'No printer? No problem. You can choose to print the returns label at your local Post Office when creating your label.'

Alternatively you can pay the non return charge.