Sky hub

[MrsSwaine]

I moved out of my last address and moved to new address.  I cancelled my subscription and was asked to return items I provided the new address however....YOU SENT PACKAGE TO WRONG ADDRESS!!!! 

Can I please speak to a human and have packaging sent to the CORRECT address please.  I do not want to be charged for your incompetence 

[Daniel0210 · Accepted solution]

@MrsSwaine 

No one here is incompetent, nor can we send you additional packaging. 

This is predominantly a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here.

If you’ve successfully cancelled Sky should send out returns packaging (to the address where the account was active) near the end of any cancellation period (which is 14 days for broadband and 31 days for Sky Q) for any loaned equipment they are expecting back.

Note: Sky may not ask for older hubs back such as the Sky Q hub.

If the arrival of packaging is delayed, lost or damaged on arrival it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

[MrsSwaine]

It is incompetence 

1. New address details provided 

2. No longer living at the property to receive post 

Getting hold of a Human is impossible!!!

[Daniel0210]

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@MrsSwaine wrote:

It is incompetence 

1. New address details provided 

2. No longer living at the property to receive post

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@MrsSwaine 

As I've already stated the packaging is sent to the address where the subscription was active. 

The onus is on you to send the equipment back or Sky will charge you non return fees. 

The charge depends on what equipment you haven't returned

• Sky Q 1TB box - up to £117
• Sky Q 2TB box - up to £135
• Sky Q Mini box - up to £52
• Sky Max Hub - up to £75
• Sky Broadband Hub - up to £53
• Sky Max Pod - up to £68
• Sky Broadband Booster - up to £33 

[MrsSwaine]

Why am I not surprised by your response 🙄🙄🙄🙄 shocker 

[MrsSwaine]

You can't eveneave a service having ploughed truck loads of money then be threatened to return a bit of plastic.  

No wonder many are dissatisfied in your organisation.  

[Daniel0210]

@MrsSwaine 

I think you missed this part of the first reply…

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@Daniel0210 wrote:

@MrsSwaine 

This is predominantly a customer led discussion forum where Sky customers are available to help other customers. You aren’t contacting Sky Customer Services by posting here. 

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[MightyQuinn]

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@MrsSwaine wrote:

It is incompetence 

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Hi @MrsSwaine   Please Welcome below. It is just other customers here, not Sky.