Wrong request to return router

[LMD5]

Sky messed up a change to our broadband contract and said we had cancelled it, which we had not.  This aspect has been sorted in our account,  but removing the request to return the router has not been updated. We need the router to use the broadband so are not going to return it.  

[Chrisee]

@LMD5 I can see your post has been automatically escalated to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Danz994]

Good morning @Chrisee Thanks for making us aware of the automatic escalation for this customer. I'll send an invite now to @LMD5 and we can assist further. Thanks, Danielle 

[LMD5]

After posting the community message, I intiated a chat with a Sky employee (Kartik) myself on Sunday evening which seemed positive at the time.  They said they would get the request to return the router removed.  Whatever actionvhas been taken has triggered a worse effect as have just received an email from Sky saying there is a cancellation charge of £707.50 for not staying full 24 month term, and we still have to return the equipment.  We have not cancelled anything.

[Chrisee]

@LMD5 the emails are autogenerated so was probably sent before the corrective action could have been taken. Sky's systems take a while to update fully.