Returning Sky Equipment

[MikeCollins__]

Hello all,

I contacted Sky today because we are moving house and want to cancel our service. My wife already set us up with broadband at the new place last month so we would not lose connection during the move.

We need to send back the broadband router from our current address after the 21st of November. The agent I spoke to said they can only send out the packaging and return information after the cancellation, and only to our current address. Obviously, we will have already moved out by then, so we will not be able to receive it. I explained all this, but he said that is the only process they can follow. He did mention that I could request new packaging to be sent to our new address through the Sky app.

I went on their website and spoke to the AI assistant, answered all the questions, and it just told me to call Sky again.

So I thought I would ask here. Do I have to wait until after we have moved out to request the packaging for the new address?
How exactly do I order it? And is it not a waste of packaging to send it to the old address when I have already told them no one will be there to collect it?
The agent also mentioned I might be charged for not returning the router on time, which I am really trying to avoid.

Any advice would be appreciated.

[Daniel0210]

@MikeCollins__ 
If you’ve successfully cancelled Sky should send out returns packaging (to the address where the account was active) near the end of any cancellation period (which is 14 days for broadband and 31 days for Sky Q) for any loaned equipment they are expecting back.

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

[MikeCollins__]

@Daniel0210 Thanks for explaining that, I didn’t realise I could use my own packaging. I thought there’d be specific return labels or a QR code needed. The guy I spoke to on the phone said the packaging would only be sent out after our move day, in case we changed our minds, but I’d rather get it sorted beforehand. Do you have a link for the return address info so I can just send it myself?

[Daniel0210]

@MikeCollins__ 

It's in my first post copied here

This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband