Request for return of equipment

[Mark70]

I have received a number of emails asking me to return sky equipment or face charges. However I have no idea what equipment needs returning

[caesarome]

@Mark70 
Have you cancelled or changed anything on your account recently ?

[Mark39]

Have you recently cancelled? Or changed your subscription package?

[Mark70]

We upgraded broadband to full fibre a month or so back, having previously been on standard sky broadband

[caesarome]

Were you sent a new broadband hub ?

[Mark70]

Yes, but it wasn't installed and the old hub was left connected. However I have not been sent a request to return or packaging for the return 

[Mark39]

I imagine it's the old one Sky want back, as you were sent a new one. I'd give them a call to ask about returns packaging. Or you could use your own, as explained.here: https://www.sky.com/help/articles/return-tv-broadband

Make sure you obtain proof of postage.

[Mark70]

Thanks for the response. I've just been on the phone to sky which was very frustrating. I have been told I need to return the old router hub, even though the new one was never installed and old hub left in. Returning the new hub is an option but I would then face a £50 fine and have to request this be credited back on my account. Which is not acceptable, but I was getting nowhere with the person on the call. Is there a contact email or phone I can raise this with? I am fine returning one of the routers (preferably the new one) but I am not happy about how this is being handled given I have had no comms other than a random text asking for equipment to be returned

[Mark39]

You could raise a complaint as explained here, but to be honest, I'm not sure it will change the end result (and it's possible that you'll be charged before the complaint is dealt with).

https://www.sky.com/help/articles/how-to-make-a-complaint

Is there a reason why you're reluctant to install the new Hub? I'm guessing it's a white one to replace a black Hub.

[Mark70]

My only reluctance is the current hub works fine, fitting th new one and going through all the set up seems a bit unnecessary (set up, reconnecting all devices like sky q box, tv, phones, laptops etc). I was also advised the old hub is better but not sure if that's true or not. Given the nonsense about being charged I am tempted to just try and set up the new one and hope for the best

[Mark70]

And yes it's the white one to replace the old black one