Router not received back from Sky?

[JasXPear]

After sending our router back to Sky in the approved Sky packaging with label, having a confirmation from the Royal Mail that it was collected, an update in the Sky app to say that its in transit and a tracking email from Royal Mail confirming it was delivered 2 weeks ago - we got a text message from Sky warning that we still need to return our router or we'll get charged for it.

Who can i escalate this to and ensure that we dont get charged due to Skys incompetence?

[Daniel0210]

@JasXPear 

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option is not available and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

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.

[JasXPear]

Thanks for the reply Daniel.

I did try ringing support but they were unable to do anything other than advise to call back if i do get charged... 

💩