Sky Mini Box returned 16 April but £52 charge remains

[Buzzer121]

Hi,

I need help getting an outstanding non-return fee cleared.

I cancelled my TV service in April and returned my Sky Q Mini Box & remote using the prepaid flatpack box provided. The Royal Mail/Hermes tracking receipt confirms delivery to the NDC Parcel Hub at 20:08 on Thursday 16 April 2026.

I logged a formal complaint regarding the automated £52.00 fee demands. I received an email stating the complaint was closed, but no confirmation was given that the £52.00 charge has been zeroed out.

Could an agent please invite me to a private chat so I can provide my tracking reference and get my account balance explicitly updated to £0.00?

Thanks

[Daniel0210]

@Buzzer121 

If you cancelled the TV subscription in April did you return the main Sky Q box and all mini boxes loaned to you? 

[Buzzer121]

Hi,

Yes, all equipment was returned across two separate packages:

Package 1 (Sky Q Mini Box & Remote): Sent in the Sky-provided flatpack box. Returned via prepaid postage and delivered to the NDC Parcel Hub at 20:08 on Thursday 16 April 2026 (I hold the tracking receipt confirming delivery).

Package 2 (Main Sky Q Box & Broadband equipment): Sent shortly after in a second box using a prepaid label provided by Sky. I hold a second proof of posting receipt for this package as well.

The second package with the main box was processed without issue. The only disputed charge is the £52.00 fee for the Mini box sent in Package 1 on 16 April.

[Daniel0210]

@Buzzer121 
I’ve escalated your post to Sky and staff from 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.

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

[Brill+Gill]

Thanks for escalating this @Daniel0210. We’ve sent @Buzzer121 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.