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]

---

@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

[Davehu57]

HI Lisa,  sorry to contact you again, but before I made contact with you via the sky community pages, I submitted a complaint to Sky via the sky website with regard to the request from Sky to return 2 miniboxes. 

I stated in the complaint as I did to you, that the guy at Retentions team said that I may get a request to return the 2 mini boxes - "bug in the sytem - just ignore any request to return" and that I received packaing and a letter threatening charges if I failed to retun the boxes, despite my new contract have multiscreen as part of my package.

This is the reply I received yesterday as a response to my offical complaint;

"Case Reference Number:  ********

Thank you for reaching out to us regarding your recent contract renewal and the subsequent request to return your Sky equipment.

I apologise for any confusion and inconvenience this situation may have caused.

I understand that you renewed your Sky contract on 18th March, and during your conversation with the Sky Retentions Team, you were informed that you might receive notifications to return your mini boxes due to a system bug.

I appreciate your concern about the text message and packaging you received, which asked for the return of your equipment.

Having accessed your Sky Account, I can confirm that you re-contracted for Sky TV on 18th March 2025.

The return packaging was delivered on 21/03/2025, and you should receive it within 3 to 5 working days. ( I'm not sure what this is meant to represent!?)

Please rest assured that once the equipment is returned, we will exempt any non- return charges from your Sky Account."!!!!

Thank you for your understanding and patience."

Is this really the standard of complaints handling that we can expect as members of the Sky Community and Sky customers?

The response totally ignores the reason behind my complaint!!

 Would you be able to finally resolve this for me on behalf of Sky?

DH

[SKY1992bf]

---

@Davehu57 wrote:

HI Lisa,  sorry to contact you again, but before I made contact with you via the sky community pages, I submitted a complaint to Sky via the sky website with regard to the request from Sky to return 2 miniboxes. 

I stated in the complaint as I did to you, that the guy at Retentions team said that I may get a request to return the 2 mini boxes - "bug in the sytem - just ignore any request to return" and that I received packaing and a letter threatening charges if I failed to retun the boxes, despite my new contract have multiscreen as part of my package.

This is the reply I received yesterday as a response to my offical complaint;

"Case Reference Number:  ********

Thank you for reaching out to us regarding your recent contract renewal and the subsequent request to return your Sky equipment.

I apologise for any confusion and inconvenience this situation may have caused.

I understand that you renewed your Sky contract on 18th March, and during your conversation with the Sky Retentions Team, you were informed that you might receive notifications to return your mini boxes due to a system bug.

I appreciate your concern about the text message and packaging you received, which asked for the return of your equipment.

Having accessed your Sky Account, I can confirm that you re-contracted for Sky TV on 18th March 2025.

The return packaging was delivered on 21/03/2025, and you should receive it within 3 to 5 working days. ( I'm not sure what this is meant to represent!?)

Please rest assured that once the equipment is returned, we will exempt any non- return charges from your Sky Account."!!!!

Thank you for your understanding and patience."

Is this really the standard of complaints handling that we can expect as members of the Sky Community and Sky customers?

The response totally ignores the reason behind my complaint!!

 Would you be able to finally resolve this for me on behalf of Sky?

DH

---

@Davehu57 based on the above do you wish this to be re escalated? As Lisa is unlikely to be able to reply to your post as the team will need to access your account again securely and not discuss on an open public forum 

[Davehu57]

Hi  Sky 1992bf

yes please 👍

we all deserve better customer service from Sky than this. 

If I get another response to my official complant via email, I will update the community 

thanks DH

[SKY1992bf]

@Davehu57  have re escalated this for you 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Davehu57.

[VickV]

Hi @Davehu57, I've received exactly the same. Signed up for a new 24month deal  last week and yesterday received a text from Sky saying they've sent me "prepaid packaging so you can return our Sky equipment."

This morning I've received the flat pack packaging to return my 2 mini boxes. 

I'm hoping someone on here can help resolve this for me as they have done for you?( @Lisa-P1987 )

Thank you

[Davehu57]

Hi VickV, 

I spoke to another sky representitive this morning who checked my account for me.

He assured me that the requirement to return the boxes had been updated on my account at Sky, but this had not been updated on my side of the account  yet. He also stated that that this  ( my orders - return mininboxes) should be updated in the future.

with regard to why this had happened, here are his comments ;-

"There are no outstanding requests or charges. Unfortunately, when a packages is renewed, the system sometimes think it is a whole new order, cancelling out the previous one, therefore generating the return request. We are working with the backoffice to resolve this. In the meantime, I assure you that if this issue occurs at any given point in time, we will make sure that the boxes will be exempted, re-instated, and no charge should occur.

I can tell you that your boxes show the correct status, they are exempted from any return requests and charges."

What you need to do is to request a super user to refer your post to sky representive who will then send to a request to chat on line to resolve this for you. 

Really bad customer service from Sky when they know this is occurring to extisting customers who renew withe them 

DH