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

[SkyWise]

This is still happening in 2022. I have proof of posting and Post Office track and trace says the equipment has been delivered.  I have replied to an email but no reply yet from Sky.

[Daniel0210]

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@SkyWise wrote:

This is still happening in 2022. I have proof of posting and Post Office track and trace says the equipment has been delivered.  I have replied to an email but no reply yet from Sky.

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@SkyWise 

It's unlikely Sky will reply as they don't use email as a general method of contact.

This has been a problem for a while as Unipart, the company who receive the returns on behalf of Sky in the UK, appear to be very slow in updating Sky that a customer has returned their equipment.
If you have kept your proof of posting there shouldn’t be a problem, so I’ve escalated your post to Sky and someone from the Escalation Team may get in touch with you later or maybe 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. Also, if you fail to respond to each message from Sky within 48 hours the chat will automatically close down even if your issue isn’t resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.

You need to 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
If you are using Safari also make sure that Hide IP Address is not checked in order to see the blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[dmy24]

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

[Greenfingers001]

Update:

Spoke with @SkyWise and resolved issue

Thanks again for the escalation enjoy the rest of your weekend 🌞😎

[SkyWise]

Thanks @Greenfinger001 for hopefully sorting this out for me.

[Greenfingers001]

@SkyWise I can assure you my manager has completed the actions so you'll receive no more notifications about this equipment, thanks again for reaching out to Sky community 🙂

[ElaineP11]

Im also getting this problem I have tracked the parcel and Royal Mail show it was returned but sky still saying they want to charge me - the online chat bot is rubbish and no number to call or email response it's like well just charge you anyway no matter what you can prove and then you can take sky to court at own expense to get money back that is atrocious 

[Daniel0210]

@ElaineP11 

If you still have your proof of posting would you like us to escalate your post to Sky to get you some help? 

[ElaineP11]

That would be helpful thanks

[Daniel0210]

Okay @ElaineP11 
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 at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

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

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Lisa-P1987]

Thanks for escalating this. We’ve sent ElaineP11 an invite to chat.

[Addie15]

Update-We are closing this session now but if there is anything else we can help you with, please do not hesitate to reach out. Thanks.

[Sunny+N]

Good morning guys! Hope somebody can help me.

I returned my sky equipment nearly a week ago. I have proof in post office reciept showing unipart logistics postcode and weight of parcel etc.

This morning £170 has been taken out of my account. I had no email, no correspondence to say they were going to do this.

Times are tough and the whole reason for returning my sky was I just couldn't afford it any more. I'm living week to week and need this £170 back

Really disheartened by sky's response in these times

Please help

[Daniel0210]

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@Sunny+N wrote:

I returned my sky equipment nearly a week ago. I have proof in post office reciept showing unipart logistics postcode and weight of parcel etc.

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@Sunny+N 

Unfortunately we believe returns are taking two weeks to be processed once they arrive at Unipart so yours might still be waiting in a pile so it may be too early for your issue to be escalated to Sky. 

[jamesn123]

@Sunny+N 

£170 doesnt sound right just for a Sky hub return. Did you cancel while in contract? That may be the early termination charges