Being asked to return equipment I have already returned

[jdempsey]

Hi all

I have been sent a box to return sky broadband equipment even though I cancelled my contract over a year ago. All equipment was returned at that time. 

I have been asked to return the equipment after cancelling a sky mobile sim which is unrelated to my previous broadband contract. I informed the agent I spoke with that I had already returned all equipment and they said they had made a note. 

Please can someone advise what to do as I'm now getting texts saying I will be charged. 

Many thanks 

[Daniel0210]

@jdempsey 

Dispite how long ago you returned it

Have you kept your proof of posting?

Unipart are the company that deal with the returns. Before Christmas returns were taking 2+ weeks to be processed at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

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.

[jdempsey]

Hi thanks for replying. No I don't have proof of purchase as it was over a year ago. Maybe I'll have to get in touch with Sky directly again. 

[Daniel0210]

@jdempsey 
I’ve escalated your post to Sky and the Messaging Team should contact you tomorrow.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Lisa-P1987]

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

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[jdempsey]

Hi there

I just got a text message saying a charge has now been applied to my account for not returning this equipment. This has already been discussed with you and settled, and it was confirmed no further action was needed from me and no charge would be applied. 

Please can you confirm no charge will be applied and the message was sent in error?

Many thanks 

[Daniel0210]

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@jdempsey wrote:

I just got a text message saying a charge has now been applied to my account for not returning this equipment. This has already been discussed with you and settled, and it was confirmed no further action was needed from me and no charge would be applied. 

Please can you confirm no charge will be applied and the message was sent in error?

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@jdempsey 

We can't answer that as we are mainly customers here. Would you like another chat arranged with a Sky Messaging Team agent like last time? 

[jdempsey]

Yes please thank you, I was trying to get through to chat on the website but no luck. That would be very helpful 🙂 

[Daniel0210]

@jdempsey 

Re-escalated. The process is the same as before.

[Addie15]

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