Return of equipment

[Tudorchaser]

We had acknowledgement from Sky that our returned hub had been picked up by the courier and was on its way.  We have the emails from Sky.

I then received a text asking me to return the hub.  I called Sky and was told not to worry.

Today another text and an email saying the hub has not been received and we will be charged.  Called again but was asked for proof of posting.  After Sky had acknowledged picking up the hub we did not keep the receipt but we still have the Sky email saying it has been picked up.

where do we go from here? 

[Daniel0210]

@Tudorchaser 
I’ll escalate your original post to Sky when it’s more than the obligatory ten minutes and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. 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

[Tudorchaser]

Thank you.  

[Daniel0210]

@Tudorchaser 

Now escalated. 

[Mr+Flibbles+86]

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

[Mr+Flibbles+86]

Chat started

[Lagnajit]

I am facing the exact same issue. I have got the mail that the Sky kit is on its way back on 26th Oct. And got a mail on 9th Nov saying "Return our Sky owned equipment to avoid being charged". 

From the Royal Mail tracking, it shows the item has been delivered. 

[Lagnajit]

Hi, @Mr+Flibbles+86 , or @Daniel0210, would you be able to help me resolve this? 

[Daniel0210]

@Lagnajit 

As you have the tracking confirmation, I’ll escalate your post to Sky when it’s more than the obligatory ten minutes old and their Messaging Team should contact you tomorrow. 

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. 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

[Daniel0210]

Now escalated @Lagnajit 

[Mr+Flibbles+86]

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