STRESSING!

[Navj-86]

Hi I recently changed Broadband routers to a faster one.  I was told to return the old Hub by the 22nd September 2025 (today) once the new one was in place which I only managed to do on Saturday 20th September due to a death in family and illness, I have the proof it was sent but today have received a text to say that i am being charged £53 due to non receipt.  What are my options please - I am stressing out here, have had enough troubles in the last few weeks and i don't need this on top.  i have tried calling but keep getting fobbed off by Sky saying they will send a text when all I need is to be able to speak to someone and an email address so I can send the proof.  Please help!

[Chrisee]

@Navj-86 call Sky and explain if you have the proof of postage the agent should be able to help. 

[Navj-86]

Hi I have been ringinging since 8 and eac time I ring they keep saying give us your tele number and we will send you a text with help option but no option to speak to someone

[Navj-86]

Does anyone have a tele number I can call to actually speak to someone

[Chrisee]

@Navj-86 relax there is no urgency but dont take the option of a text which the bot offers at busy times stay on the line or dall at a quiter time.

Even if Sky apply the charge in a few weeks it can be taken off and the first warning is just to remind people. Returns take a couple of weeks to beg processed so you may get a few more automatic warnings. Keep that proof safe!

[Navj-86]

Hi they have said they will be taking payment out in 11 days, I am away at that time so don't want any payments going out if I can help it.  I am feeling so anxious about it I just need it sorted, I can't understand why its so hard getting through to an agent to discuss the same.

[JimM1]

@Navj-86 If you have the proof of sending, then it may have a tracking ID on it that you can still look at to see where it currently is, if it is back at sky then there is also processing time to filter all the way through the sky system. If the payment requested by sky is already out there, then it may just be far to late to get it stopped, so ensure there is enough to cover that, sky WILL refund the charge to you but there is delay's in everything, those are unavoidable!

[Daniel0210]

@Navj-86 
All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Navj-86]

Thank you.  I got through the day and was advised to ring the customr service line in evening which I have just done and just billing enquiry and I will go through which I did.  As an update, I gave the lady the details and the tracking number and she confirmed that they will be waiving the charge.  i asked for this proof by email but all she could do is send it back text which I suppose is better than nothing.

Thanks for everyone who replied, it helped!!

[Vestas]

If the money is taken from your account then call your bank and get them to reverse the transaction under the Direct Debit Guarantee. Make them aware that Sky took money without permission and it should be reversed there and then.

If Sky try it again then raise a formal complaint and take it all the way to the ombudsman.

This has been happening so frequently and for so long that it looks very like unofficial company policy. Blaming Unipart (or whoever) isn't any sort of valid excuse, they've had enough time (years) to sort out issues with their subcontractors.