Sky still asking me to return equipment already returned

[Stuart_T]

Hi,
I have cancelled both my Sky packages and have returned all equipment as requested.

Today I received an email saying they've still not received the Sky Stream Puck and if they don't get by 13th December then it I will be charged for it.

What are my next steps to avoid being charged for equipment that I have already returned?

I have the post office receipts and I still have the confirmation emails saying 'Thank you for returning your Sky Q equipment - it's with our courier now'.

- Sky Stream puck - posted on 3rd November, confirmed with courier on 5th
- Sky Fibre router - posted on 7th November, confirmed with courier on 10th, Sky parcel delivery experience request received from Unipart on the 12th

Many Thanks.

[Daniel0210]

@Stuart_T 

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse. Seeing the dates you mention this is unlikely to have happened yet.

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.

[Stuart_T · Accepted solution]

Thank you.

I had contacted their support but was caught in a loop with them telling me to use the Community forums.  I have contacted them directly today and this has now been resolved by a Sky Agent.

Stuart.