Sky Equipment Returned (Acknowledge) but now saying it's missing

[Elaine_]

I cancelled my subscription and returned the equipment in the packaging provided to Sky via Royal Mail (7th Nov). The following day I received and email from Sky acknowledging that both items were on their way. 

Today (19th Nov) I have a message saying that one of the packages has not been returned. 

Royal Mail web site says the pacjage was successfully delivered on the 9th Nov.

There is now way to get in touch with Sky to sort this out the ChatBot just wants to send me more packaging and the Options when you ring don't cover equipment returns.

How do I sort this out. 

I kept photo's of the packages, Royal Mail receipt and the original emails from Sky saying the items were "on their way".

[Daniel0210]

@Elaine_ 

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

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.

[caesarome]

@Elaine_ 

We could usually help you via here by escalating your post to Sky about this but this is not available at present so you will have to contact them yourself so under “Need more help” at the bottom of this page if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295