Sky returning equipment - home router

[asdasd1]

I cancelled my Sky package in October, was asked to return the Sky router and was provided a prepaid box to put it in and post it
I posted it on 26th October, I can see on Royal Mail tracking it has been in this status ever since:

Sunday 27 October 2024

17:37

Item Received

North West Super Hub

Essentially it's stuck or lost in Royal Mail somewhere.

Anyhow Sky have told me today they want to charge £50 because I haven't returned the router.

How do I inform them about this mix up?

Thanks

[caesarome]

@asdasd1 

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 may not be instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @asdasd1.