Sky Q box returned with the router return label, Sky refusing to acknowledge Q box return.

[Mrs.Pink.]

I returned the Sky router and Sky Q box using the same label. Sky refused to acknowledge receipt of the Q box, so they sent letters and return labels. They do acknowledge the receipt of the Sky router. They also charge for it as they say we use it with EE broadband. We rang, and Adrian said it had all been sorted, but it hasn't, and the issue has continued since February. My husband apparently hadn't notified them of the changeover. If that was true, how is it that they sent labels for the broadband router?

[caesarome]

@Mrs.Pink. 

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 by typing it it to start the chat:

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. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Mrs.Pink. to chat.