Issue with return of old Sky router

[lc87]

Hi,

last month I upgraded my Sky router and posted the old one back as requested. Yesterday I received a text saying I still need to return my equipment..I have proof of postage etc but I presume Sky haven't received the old

Router for some reason.

can I please speak to someone who can help me resolve this? The message threatened me with a fine which I obviously do not want!

thanks 

[caesarome]

@lc87 

We can alert Skys messaging team for you as they will then send you a private message via here if you would like ?

[lc87]

Yes please that would be much appreciated!

[lc87]

@caesarome 

[Daniel0210]

@lc87 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look 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 periodically.

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

[Addie15 · Accepted solution]

Hi there! Thank you for escalating this. We have sent an invite to @lc87.

[Tom-W19]

Thanks for escalating. We've sent an invite to @lc87.

[lc87]

This has now been resolved thanks.

[Lisa-P1987]

Thanks for updating us 🙂

[GW88]

Hi,

Can I ask how this was resolved? I have a similar issue. I posted the equipment using Sky supplied boxes and postage and got an e mail from Sky saying the equipment was with their courier.Now they are trying to charge me as they say they don't have it.

[lc87]

Hi,

I was invited to a private chat by the support team and I explained the situation, showed them my proof of postage and they marked it as returned in their system and I haven't had another message asking for it to be returned since!

hopefully the moderators on here will be able to do the same for you!

[Daniel0210]

@GW88 

Have you still got that email and/or the proof of posting? 

[GW88]

I have the e mails which were in my Sky account inbox.. Have sent it to them Still won't accept that. Now looking for a copy of a receipt , which my Post Office don't issue when it is Sky provided postage and packing.

[Daniel0210]

@GW88 

The Post Office issue what looks like a till receipt when you return the items although they can't or won't issue one retrospectively. Would you like your issue to be escalated to the Messaging Team on here to see if they can help you via a private chat? 

[GW88]

My Post Office doesn't routinely. The e mails actually say the articles are with the Sky courier. I assumed that offers them the tracking facility as it doesn't say on any instructions to get a separate receipt and/or tracking number etc. I am already in conversation with Sky Team by e mail.I was just looking to see if others had the same experience as I am not sure how they expect me to control the article once it is with their courier. Been with Sky for decades.Never had an issue previosuly.