Returned modem - sky saying not received

[Addie15]

Update-We are closing this invite now as we have not received a response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Emmymae03]

For anyone that's been charged and can't find receipt of the post office stop took me a while to work out but you book it to be collected by Royal Mail you will have an email from Royal Mail support and you can track on there I've just been charged £50 and they asked me to prove it was delivered which I couldn't find and two months ago it was delivered so check your emails people don't get scammed rude they don't tell you really and worst thing they know it is collected and I'm meant to be a gold customer don't feel like one 

[Del1954]

I've received my new ultra fast modem. I'm instructed to return the old modem in the same box. It's impossible to follow how to fold the box to accommodate the old modem. 

[Highlinder]

@Del1954  Which router is your old router from the link below.

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