Returned modem - sky saying not received

[Missdee1003]

Hi, wondering if anyone can help, I got a new modem over a month ago and returned the old one via prepaid package to sky, delivered to them on 20/10/22 

Now I have received an email saying I have until 10/12/22 to return or I'll be charged £50

I have proof of postage as below 

Any help would be great 

 

[cookiemonsteruk]

@Missdee1003 

I've escalated your post via the community chat. This link explains how it works

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

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[daveNOS · Accepted solution]

@Missdee1003 this issue pops up far to frequently, I have escalated your post to the Sky staff here who should be able to assist, keep an eye out for either a blue chat bubble appearing on screen(usually towards the bottom) or a Personal message, it won't be instant and may well be tomorrow now give the time of day.

[Missdee1003]

@cookiemonsteruk and @daveNOS thanks so much! 🙂

[cookiemonsteruk]

@Missdee1003 

@daveNOS i think sky should get the message 😁👍

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to Missdee1003.

[Missdee1003]

Hi @Addie15 

There is no chat bubble yet, any idea how long it may take to appear? 

[caesarome]

It should be at the bottom of this page, can you not see it ?

[Highlinder]

@Missdee1003Are you using an Apple device with Safari browser?

[cookiemonsteruk]

@Missdee1003 

It doesn't help when someone deleted your proof of delivrery that clearly showed the post office address and thought it was your address

[Highlinder]

@cookiemonsterukI saw the pictures and there was no information that had the users person information on it.

[Missdee1003]

@Highlinder no, using chrome on a pixel 7 pro, reckon it's a browser issue? 

[Missdee1003]

@cookiemonsteruk I noticed that, thought it was because I marked it as answered, I can re upload but crop out the postys address if needed

[Highlinder]

@Missdee1003Do you have another device you can use just in case there is an issue with the device you are using to see the chat bubble.

[Missdee1003]

@Highlinder I will try on my boyfriend's ipad when I get back from work tonight, hopefully that will do the trick, thanks 😊