SKY - Please Help, I need to speak with/ email a human.

[JMS74]

Hello Sky

I really need to speak with/ email a Sky colleague to help me with my account situation.  Billing and Return of Equipment.  I have sent an email to your SkyHelp address, but was dismayed to see a response telling me to go through the website.  I've spent over an hour this morning trying to reach you, to no avail... so this is perhaps my last resort.  I hope to hear from you very soon.

Thank you

Jonathan

[caesarome]

@JMS74 

Whilst you are not talking to Sky we can alert someone for you if you explain what your issue is.

Have you been charged for not returning equipment when you have and if so do you have proof of posting ?

[JMS74]

Hello

Hope you can help/ shed some light on this one for me.

I've redacted personal information as you'll appreciate, however, I've left as much content as I can.

Thanks

Jonathan

...........................................

I had several text messages from Kelsey (who I have to say was excellent), with the two most relevant/ latest texts, attached as an image.

I am being asked to pay a bill of £145.50, however, as you can see from the comms above and the texts, the account was meant to be closed as of 6th Feb, meaning I do not understand why my latest bill extends to 25th February. 

I also need to discuss the RETURN OF EQUIPMENT.

1. Due to a difficult separation from my ex-partner, she packed the Sky TV boxes (main and mini) into a box that is currently sitting in a storage lock-up.  I have no way of getting in to find it due to the sheer volume of items I have being stored (2x containers worth).  I am waiting for a house purchase to go through.  Once it does, and I move in I will have all my belongings delivered to my new home where I will be able to locate the Sky equipment and will make it a priority to return it to you.
2. I have received 2x envelopes for the return of the Sky Modem.  These were redirected from the account address (*****************) to my current address (which is my parent's home, ******************).  I have re-posted them to *********** (ex-partner) at ************, asking her to pack and resend the modem to you.  I hope she will do this.

Regards 1), please can I have an extension to get the TV boxes/ remotes back to you?  I cannot give you a time, sorry, but you have my word that as soon as I am in my new home, this will be sorted.

Please reach out to me by return email, or in person **************.  If I cannot take the call (work commitments), please leave a message and a number I can reach you on, and I will call you back.

I really want to get this sorted.  The last 6 months have, personally, been some of the lowest points in my life, and I have no desire to have any more hassle in my life and will work with you to get this all sorted.

Thank you and best wishes

Jonathan

[caesarome]

---

@JMS74 wrote:

I am being asked to pay a bill of £145.50, however, as you can see from the comms above and the texts, the account was meant to be closed as of 6th Feb, meaning I do not understand why my latest bill extends to 25th February. 

---

Billing continues right up to the day you leave, so even though you left Sky on the 6th February that bill would have been produced prior to that when you were still with Sky so does have to be paid before it can be refunded.

As for the return of the equipment you are responsible for returning this regardless of what your personal situation is i'm afraid as you will be billed if it is not returned so make sure you get and keep proof of posting when you do return it.

[Mark39]

@JMS74 as @caesarome posted you'll almost certainly be charged fir the kit that needs to be returned if you're unable to retrieve it in time. Fortunately Sky will refund the charge when you can do so - but be sure to obtain proof of posting.