being asked to return two sky mini boxes after renewing my contract that includes multi screen

[Davehu57]

Hi, Just renewed my sky contract on 18th March after talking to the sky retentions team -  samelike for like  package includes multiscreen.

Guy at sky retentions team warned me that I may get an email asking me to return my two mini boxes - he told me that it was a bug in the sytem and to just ignore any notifications from sky about returning the boxes. 

I received a text message from sky the day after renewing  informing me that they were sending out packaging to me to return sky equipment.

Packaging arrived this morning with letter asking me to return my two mini boxes or risk being charged for non return. 

Could someone at sky please get in contact with me to resolve this for me please?

thanks, DH

[MightyQuinn]

Hi @Davehu57   Please see Welcome to the Sky Community. We are all just other customers here. Nobody is going to contact you on the back of a public community post.

[Davehu57]

Hi, thanks for your response. 

I have been looking at two simalar cases on the forum, both have been escalated to sky from superusers and private messages sent by sky to resolve these isuues. 

No 1

This message was authored by Laing1This message was authored by:Laing1 UNREAD

‎19 Feb 2025 05:41 PM - last edited: ‎20 Feb 2025 01:10 PM by Samraj

Posted by a Superuser, not a Sky employee. Find out more

@Lorraine1012 wrote:

Please can sky stop sending mail, regarding mini q box, as we have the main q box downstairs and I have mini q box in use upstairs.  They are both on contract and being paid for. The letters you send to us are requesting us to return the mini box, which we want to keep using.

Thank you 

Lorraine

(removed)

MODERATOR NOTE: Removed personal information.

@Lorraine1012 I have escalated this to sky

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat

No 2 

This message was authored by nigea99This message was authored by:nigea99

‎01 Aug 2024 11:22 AM

Posted by a Superuser, not a Sky employee. Find out more

@ABC123DEF wrote:

I recently renewed my Sky Q contract, essentially keeping everything I had before. I have since received e-mails and packaging asking for return of the Sky Q mini box even though I'm still paying for multiscreen.  Should I just ignore these requests as obviously I need the sky box to view.

hi @ABC123DEF 

I have escalated your post to a SKY support team, who, hopefully, will be in touch.

If you are a super user woukd you be able to arrange the escalation to  sky for me please? 

Thanks DH

[MightyQuinn]

Hi @Davehu57   No problem, escalated. 

[Lisa-P1987 · Accepted solution]

Thanks for escalating this. We’ve sent Davehu57 an invite to chat.

[Davehu57]

Thanks Lisa, 

Just for other members of community - Lisa sorted this sucessfully for me and marked return of my two as not required. 

Unfortunately no further explanation as to how this occurred or Sky's plans to correct this happening in future! (if they do have any plans!!)

DH

[SKY1992bf]

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@Davehu57 wrote:

Thanks Lisa, 

Just for other members of community - Lisa sorted this sucessfully for me and marked return of my two as not required. 

Unfortunately no further explanation as to how this occurred or Sky's plans to correct this happening in future! (if they do have any plans!!)

DH

---

@Davehu57  did you originally initiate a cancellation of your contract but then change your mind after speaking to retentions that's usually how this situation occurs 

[Davehu57]

No  - 

got throught to the first customer service contact centre and when  they couldn't offer me what I was looking for, I asked to be transfered to the retention team. 

At no time did I actually say to anyone that I wanted to cancel, but I did state that cancelation was an option open to me. 

If you read my post, you will find that the retention team did say that I might get a request to return the mini boxes and that was what they described as "a bug in the system" and they advised me just to ignore any request for return!

If I had have said I wanted to cancel, why would sky only request the return of the 2 miniboxes and not the actual Q box?

Really bad customer service from Sky - if you look on the forum you will find that I am not the only one to have experienced this. 

At least I now have something in writing from Sky confirming that the return of the boxes is not required

DH