RETURNING YOUR SKY EQUIPMENT

[Andrybenant88]

Good morning,

I recently terminated my contract with Sky Broadband before the end of the 24-month term because I had to move abroad for work. The new tenants who took over my place have also activated a Sky Broadband contract on January 7th. When they received their Sky Max Hub, the postman asked them to return my device. They handed my device over to the postman, but now I have received an email from Sky asking me to return the equipment.

What should I do?

[PandJ2020]

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@Andrybenant88 wrote:

What should I do?

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Provide Sky with proof of posting.

[Andrybenant88]

They handed my device over to the postman but did not receive any proof of return.

[PandJ2020]

In that case you'll have to contact Sky and see if they'll remove the charge but without proof of posting that could be difficult.

[Daniel0210]

@Andrybenant88 

That wasn't the correct method of returning. Sky would have sent you return packaging near the end of your 14 day notice period. So the onus was on you to return the hub before moving. I'd also add that a postman shouldn't be asking for the hub to be returned via them. As indicated above without proof of posting it back by the correct method any cancellation of the non return fee would be at Skys discretion. 

[SKY1992bf]

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@Andrybenant88 wrote:

They handed my device over to the postman but did not receive any proof of return.

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@Andrybenant88  which they shouldn't have done as sky has no way of tracking this type of return 

it was your responsibility to return the equipment before you left the country and obtain the necessary proof of postage not theirs

[Andrybenant88]

It is clear, but I left the country at the end of November, from one day to the next, for work reasons. I paid the early termination fee for the contract and had no way to ship the device myself. The current tenants made a mistake. If I have to pay, I will pay, but I don’t understand why the postman asked for the device.

Thank you for your respounse

[Daniel0210]

@Andrybenant88 

That is something you'll need to take up with Royal Mail.

As for charges, this link explains the current charge depending on which hub you had

https://www.sky.com/help/articles/charges-for-not-returning-sky-q-equipment

[caesarome]

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@Andrybenant88 wrote:

but I don’t understand why the postman asked for the device.

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Did the new tenants arrange for Royal Mail to pick up the equipment as you can do this via their website, if they did I would have thought the postie would have left a proof of pickup receipt.