Returned equipment but still being messaged to say not returned
I posted back the sky puck on 29th January and still getting messages to say not returned. Postage tracking confirms delivery. Grateful to get resolved.
Re: Returned equipment but still being messaged to say not returned
Posted by a Superuser, not a Sky employee. Find out more
@AOR I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.
Look out for a post on this thread 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 periodically.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Re: Returned equipment but still being messaged to say not returned
Posted by a Superuser, not a Sky employee. Find out more
@AOR Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?
The returns are dealt with by Unipart on behalf of Sky and they are apparently taking quite a number of weeks to process them at their warehouse.
With or without proof of posting we can maybe get you some help from Skys Community Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you have the proof of posting and if you want to engage in a chat with Sky.
Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Re: Returned equipment but still being messaged to say not returned
We are just users on here you need to contact Sky. But before you do that using the receipt with the tracking number go to the Royal Mail web site find the where it says "track a parcel " put in the tracking number and should tell you when and where it was delivered and possibly who signed for it, make a note of all that. Then it up to you you can give Sky a ring and give them those details that you have proffe that it been delivered to them giving the details to got from Royal Mail, also give them the tracking number so they check if they won't to. Or you can do it as a complaint stating that according to Royal Mail it has been delivered to them. Puting the date an place it was delivered to and if you got a signature put that on as well and also put the tracking number on there as well.
We are just users on here you need to contact Sky.
No, the OP does not need to call Sky. I have offered them the opportunity to have the issue escalated to Sky on here therefore there's no need to call.
But before you do that using the receipt with the tracking number go to the Royal Mail web site find the where it says "track a parcel " put in the tracking number and should tell you when and where it was delivered and possibly who signed for it, make a note of all that. Then it up to you you can give Sky a ring and give them those details that you have proffe that it been delivered to them giving the details to got from Royal Mail, also give them the tracking number so they check if they won't to.
As above
Or you can do it as a complaint stating that according to Royal Mail it has been delivered to them. Puting the date an place it was delivered to and if you got a signature put that on as well and also put the tracking number on there as well.
Again, pointless as the escalation process can sort this in a matter of hours.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Re: Returned equipment but still being messaged to say not returned
Posted by a Superuser, not a Sky employee. Find out more
@AOR If you can confirm the details as per @Daniel0210 post we can escalate your post to the Community Messaging Team, there is no need to call Sky.
Like you I'm a customer here, Sky Employees are clearly identified as such. 43" Glass TV & Puck Whole Home Please note I only provide help on the main forums and not via PM, PM's are switched off.
Samsung 75" 4K TV, Sky Glass Gen 2 55", Sky Stream, EE FTTC Broadband, Three 5G Broadband (Backup), Sony 7.1 AV Receiver, Technisat MultiSat receiver.
Re: Returned equipment but still being messaged to say not returned
Posted by a Superuser, not a Sky employee. Find out more
@AOR I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.
Look out for a post on this thread 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 periodically.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Sky automatically sends packaging out so if you have returned it that make sure you keep the postal slip and should you be told you haven't returned it then post back here for help.
__________________________________________________________________________________________ If someone has helped you then please click on the LIKES button in their post. If you need help please provide as much information as you can
Not necessarily. Packaging for broadband hubs is sent out towards the end of the 14 day notice period. Packaging for Sky TV equipment is sent out towards the end of the 31 day notice period so arrive separately.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Re: Returned equipment but still being messaged to say not returned
I also have the same situation.
Royal Mail tracking says my package (Sky Stream puck) was 'Delivered and Signed' on 17th Feb, yet I have since had 2 emails from Sky (no reply BTW) telling me they have not received the equipment.
The emails threaten a £38 charge - even though I have proof of delivery 😣
Sky - please talk to your returns partner! Or, at least, allow me to reply to your emails with the tracking info.
Re: Returned equipment but still being messaged to say not returned
Posted by a Superuser, not a Sky employee. Find out more
@spikyharold You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.
The returns are dealt with by Unipart on behalf of Sky and they are apparently taking quite a number of weeks to process them at their warehouse.
With or without proof of posting we can maybe get you some help from Skys Community Messaging Team. If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion. Let us know in this thread if you want to engage in a chat with Sky.
Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
To see if they can help you I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.
Look out for a post on this thread 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 periodically.
▪️I AM NOT A SKY EMPLOYEE ▪️ NOTE: I only provide help on the forum boards so Direct Messaging is switched off ▪️ Sky customer since 2001 with: Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
