Returned the Sky Equipment. But getting emails warning of charges for not seding...

[AlbertanCulture]

Hello! 

On 27 January 2025, I returned all my Sky equipment through a Royal Mail post office. But, I am constantly gettign warning emails from Sky about being charged for unreturned equipment. 

Here is my problem. I loved the Sky services and products. But, I had to cancel because I had to move abroad permanently.  Now, I am living in Canada. And I can't afford to phone from here to the UK. And there is no email address to which I can write and explain. 

 Would someone please suggest a solution? Sky's website is not clear on how a customer can make a formal complaint. 

I do not want to be charged for equipment I already returned. 

[Daniel0210]

@AlbertanCulture 
Have you kept your proof of posting?

Unipart deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from Skys 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.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

[AlbertanCulture]

Thank you Daniel for this response. 

Proof of posting? No. At the Royal Mail post office, I handed the two packages with the bar codes. The staff member scanned it and took it. She didn't offer a receipt and I didn't ask for one! 

I really thought the scanning of the two barcodes would be enough. Plus, surely there must be ways for Sky to investigate as I can tell them exactly when and where I returned those items. 

Also, is there an email address to which I can use to explain this? Surely, Sky must have one!     

[Daniel0210]

@AlbertanCulture 

Sky don't use email for such matters but if you want the Messaging Team on here can contact you tomorrow (that will be between 0800-1900 UK time). As I said without the proof of posting any cancellation of the charges is down to Sky. 

[AlbertanCulture]

Thanks for this response. 

How do I find the "Messaging Team"  here? 

I spent another 20 minutes on the My Sky website. It is a maze of links and a virutal assistant who is useless in connecting me to a human Sky agent or rep! This issue can be resolved quickly by a live caht with a human agent. 

I also just sent a DM to Sky UK on X. Not sure how effective that might  me. I am trying different ways to get through to Sky's customer support before they charge me for the equipment I returned over seven weeks ago. 

I would really appreciate any help from someone here who can guide me to a human being at Sky's customer services. 

Thank you.  

[Daniel0210]

@AlbertanCulture 

To see if they can help you I’ve escalated your post to Sky and their Messaging Team should contact you either in the next 35 mins or more likely tomorrow. 

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.

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

[AlbertanCulture]

Thank you Daniel0210 for this. I will wait for their reponse.  

[Addie15]

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

[AlbertanCulture]

Big thank you to Daniel and the others here.  I managed to use the messaging service to solve my problem. 

I really appreciate this feature within Sky Community.