Returning router

[AS2424]

I transfered my sky broadband to Shell  in late November. I  returned the sky router in the package they provided. I recieved a message from Sky on the 16/12/23 saying thank you for returning the equipment. Today I have been sent a message saying please return the router or you will be charged £53! Who can I contact?

[Daniel0210]

@AS2424 

Most importantly 

Have you kept your proof of posting?

Before Christmas returns were taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in then updating Sky that equipment has been received. Your post has been escalated to the Messaging Team at Sky who may invite you to a private chat. 

If you have the proof it’s apparently a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

[Mr+Flibbles+86 · Accepted solution]

Hi there @AS2424 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147