Sky asking for return of equipment I don’t have

[Hannahmw111]

Hi, I recently switched broadband from BT to Sky and have been contacted to return my equipment. I've only ever had sky TV so don't have an old hub to return them, how do I avoid a charge? 

[Daniel0210]

@Hannahmw111 

Strange. To see if they can help you I’ve escalated your post to Sky and the Escalation Team may get in touch with you tomorrow.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat with a Sky expert or it will close automatically. If you fail to respond to each message from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to Hannahmw111.

[Greenfingers001 · Accepted solution]

Update:

Spoke with @Hannahmw111 and resolved issue

Thanks again for the escalation have a great afternoon 🙂