Return Sky Equipment Mistake

[Zuleika1]

So I am a former Virgin media customer, but in my new home I decided to go for Sky. I got a message asking to return my old Virgin equipment. I requested the Virgin return packacking WHILE still waiting for my new Sky Hub to be activated. 

However I just got a message FROM SKY telling me that they are sending a return equipment?????? And to make it worse, I cannot even track my Sky order because I get a "Something went wrong" message.

What is going on with Sky? Do they really want me to return their hub when I just haven't even got broadband? 

[Zuleika1]

Just to clarify, it was not my mistake. I clearly asked for a Virgin return on the Virgin website link given to me by the Virgin email. 

Sky hasn't given me any information on my order even though I received the hub. 

[caesarome]

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@Zuleika1 wrote:

However I just got a message FROM SKY telling me that they are sending a return equipment??????

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Is the message actually from Sky and not from a scammer, what else does this message say, is there a link in it for example ?

[Zuleika1]

Yes it is from Sky as it belongs to the same sms they have sent regarding remote activation of my broadband.  It just says "Hi. We've posted some prepaid packaging so you can return our Sky equipment and avoid being charged. For more details, please go to sky.com/returns. Hi. Your Returns Packaging has now been dispatched. Please note that your order should be with you in 3-5 working days. Thanks" 

I am so confused

[caesarome]

@Zuleika1 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Zuleika1.