Billing and broadband

[ChristopherL97]

I would like to downgrade back to my old tarrif, as the white box that was sent out does not work I do not wish to pay for internet I can't get due to box not working in my wall, I would like the excess charge for the return to be lifted and wish to send back the white box 

[caesarome]

@ChristopherL97 

Your old tariff or product might not exist so it might not be possible to go back to it.

You say you have no working broadband connection so have you done this online checks to see if it picks up a fault:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.