Return Sky equipment

[JayCal19]

Hi I have cancelled sky and was told by the sky representative that he would send out a box to my address to return the sky router and that failure to return would result in a fine.

That was on the 24/04/2024.

He said the return box would be out to me in the post 3 days later.

It is now 03/05/2024 and I have not received the box to return the router. 

I am moving house soon if the box does not arrive soon that is sky's fault and the equipment will not be returned. 

This is my notice to sky failure to supply a return box for your router will result in your equipment not being returned thus negating any requirement on my behalf to pay any fine for non return of sky equipment. 

Contact me soon via my email that you already possess to bring this matter to a close. 

Jason cahill 03/05/2025

[caesarome · Accepted solution]

@JayCal19 

Sky usually sends packaging out near the end of the cancellation notice period of 31 days for TV or 14 days for Broadband/Talk so if you haven't received it then you can use whatever boxes you have or can get as this link will help you to print the return label and return it via Royal Mail:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

[Daniel0210]

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@JayCal19 wrote:
I am moving house soon if the box does not arrive soon that is sky's fault and the equipment will not be returned. 

This is my notice to sky failure to supply a return box for your router will result in your equipment not being returned thus negating any requirement on my behalf to pay any fine for non return of sky equipment. 

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@JayCal19 

The T's and C's you agreed to stipulate the obligation to return loaned equipment at the ending of a subscription. The fact the packaging may not arrive before you move is not an excuse for not paying the non return fees that would be charged in this event. 

[DebN]

I have just received the same text, and I have also returned mine with proof of postage. 

What is the process to get this refunded? 

[Mark39]

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@DebN wrote:

I have just received the same text, and I have also returned mine with proof of postage. 

What is the process to get this refunded? 

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When did you return it? It's taking around 2 weeks for returns to be processed. If it's longer than that, we can ask Sky to contact you here via a private online chat, if you wish?

[DebN]

Thanks for replying. 

I returned the equipment about 8 days ago. 

[caesarome]

Does the tracking show that the equipment has arrived ?

[DebN]

Hi

Yes the parcel has been delivered to Sky, confirmation from the Post Office on the tracking advice. 

[caesarome]

@DebN 

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:
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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @DebN  an invite to chat.

[Tom-W19]

Hi @DebN 

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[DebN]

I responded but no one came back to me

[Daniel0210]

@DebN 

Would you like your post escalated to Sky again? 

[DebN]

Yes please, I would. 

[Daniel0210]

@DebN 
I’ve re-escalated your post to Sky and their Messaging Team should contact you again later.

Remember you'll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014