I’ve returned my broadband equipment but sky says they haven’t got it?

[Daniel0210]

@Libragirl2809 

Have you retained your proof of posting?

[Libragirl2809]

No unfortunately! I seem to have thrown it out when tidying up. It went by QR code so surely the post office would retain all records?? My Mum posted it for me whilst I was at work.

[Libragirl2809]

Their customer care is non-existent!!

[Daniel0210]

@Libragirl2809 
This has been a problem for a while as Unipart, who receive the returns on behalf of Sky, appear to be very slow in updating Sky that a customer has returned their equipment. If you haven't kept the proof of posting any cancellation of subsequent non return fees will be at Skys discretion.

I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Also if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

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

[Libragirl2809]

Thank you you're a star! Why is it so many folks have made the same mistake and not kept proof of postage?? 🙄🙄🤦🏻‍♀️🤦🏻‍♀️

[Highlinder]

@Libragirl2809A lot of people have made the same mistake, it does say to keep hold of proof of posting in the royal mail section in point 5 and in click and collect+ in point 4 the link below in point 5. If the question is asked on the forum a lot of the seasoned members will tell others to get proof of posting in case something like this does occur.

https://www.sky.com/help/articles/return-tv-broadband#need-a-hand 

[Tom-W19]

Thanks for escalating. We've sent an invite to Libragirl2809.

[Mr+Flibbles+86]

Update - This issue has been resolved for @Libragirl2809 on a private chat

[Libragirl2809]

All sorted!! ☺️☺️☺️Thanks everyone for helping me!

[CarlB87a]

I returned my sky multi room room on 7th May. Received an email later that day off sky saying thanks for posting it.

Tracking shows it got delivered 9th May.

Today I received a message that it has not been received and I may be liable for charges.

I still have proof of postage/tracking etc.

If anyone could have a look into this it would be appreciated

[Daniel0210]

@CarlB87a 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you tomorrow.

Look out for an email and also a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Again, if you fail to respond to each message from Sky within 48 hours the chat will automatically close. Replies on the chat aren’t instant so keep checking the chat thread regularly.

Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

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

[CarlB87a]

Hi,

Just wondering when I should expect someone from the sky team to look at this? Not received anything yet.

[Daniel0210]

@CarlB87a 

Chat invites are not guaranteed but I've re-escalated your post again and Sky may get in touch with you tomorrow.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Greenfingers001]

Update:

Spoke with @CarlB87a and exempt box charges

thanks again for the escalation have a great day 😁