Returns letter request lists wrong equipment

[Kilfinian]

Last Tuesday I cancelled my sky broadband and talk package as I had moved to a new provider. I had an email from sky confirming this and informing I would need to send back my sky equipment.  So far so good 

During the same conversation I agreed  to renew my current TV contact for another 18 months this included multi-room.  Again emails confirmed the new contract  was in place

Yesterday I received the packaging to use to return the equipment but the letter sent with stated I needed to send 2 Sky Q mini boxes, that I still need to use, back to them instead of the Sky broadband router I expected I would need to return

How do I resolve this issue?

[MarkGoldsmith]

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@Kilfinian wrote:

Last Tuesday I cancelled my sky broadband and talk package as I had moved to a new provider. I had an email from sky confirming this and informing I would need to send back my sky equipment.  So far so good 

During the same conversation I agreed  to renew my current TV contact for another 18 months this included multi-room.  Again emails confirmed the new contract  was in place

Yesterday I received the packaging to use to return the equipment but the letter sent with stated I needed to send 2 Sky Q mini boxes, that I still need to use, back to them instead of the Sky broadband router I expected I would need to return

How do I resolve this issue?

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I'd suggest giving a Sky call so that they can double check your account should only say to return the router and not the Sky Q boxes.

[caesarome]

@Kilfinian 

We might be able to get you some help via here about this if you would like to be contacted by Skys messaging team ?

[Kilfinian]

Thanks, I am happy for thus to happen 

[caesarome]

@Kilfinian 

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.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

invThanks for escalating this. We’ve sent @Kilfinian an invite to chat.