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Discussion topic: Returning Equipment After Upgrading To Glass

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This message was authored by robw71 This message was authored by: robw71

Returning Equipment After Upgrading To Glass

I know there may be an obvious answer, but when Sky send out the boxes to return my Sky Q equipment, I do not need to send the router back do I ? I currently have the Sky Q hub router and Superfast broadband

 

Sky Glass Anthracite 55" connected by Cat8 ethernet cable
Sky Puck connected by WiFi
Sky Superfast broadband
Ultra HD & Dolby Atmos
Samsung Galaxy S21 Ultra

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This message was authored by Tim+Adams This message was authored by: Tim+Adams Answer

Re: Returning Equipment After Upgrading To Glass

Posted by a Superuser, not a Sky employee. Find out more

Hi @robw71 

 

No you keep the router as you need it, the returns pack will list everything they need back.

 

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps

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robw71
Topic Author
This message was authored by robw71 This message was authored by: robw71

Re: Returning Equipment After Upgrading To Glass

I know that I need a router but curious if I need to contact Sky to get a replacement if the current router is part of the Q contract

 

Sky Glass Anthracite 55" connected by Cat8 ethernet cable
Sky Puck connected by WiFi
Sky Superfast broadband
Ultra HD & Dolby Atmos
Samsung Galaxy S21 Ultra
This message was authored by Tim+Adams This message was authored by: Tim+Adams Answer

Re: Returning Equipment After Upgrading To Glass

Posted by a Superuser, not a Sky employee. Find out more

Hi @robw71 

 

No you keep the router as you need it, the returns pack will list everything they need back.

 

Thanks,

Tim

Sky Glass with Sky Live, Sky Stream & Sky Protect - FTTP 2Gbps
robw71
Topic Author
This message was authored by robw71 This message was authored by: robw71

Re: Returning Equipment After Upgrading To Glass

Thank you @Tim+Adams , my thoughts too

Sky Glass Anthracite 55" connected by Cat8 ethernet cable
Sky Puck connected by WiFi
Sky Superfast broadband
Ultra HD & Dolby Atmos
Samsung Galaxy S21 Ultra
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Returning Equipment After Upgrading To Glass

Posted by a Superuser, not a Sky employee. Find out more

@robw71 wrote:

 

if the current router is part of the Q contract

 


The Q Hub is part of your Sky Broadband contract rather than being covered by the Q television system T&Cs: it's just rather confused because Sky typically despatched Q Hubs to existing Sky Hub users when Q television was ordered.

 

Also potentially confusing that wireless boosters will be loaned on either Sky Broadband or Q television contract terms, and so may or may not be returnable on moving to Glass/Stream

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
robw71
Topic Author
This message was authored by robw71 This message was authored by: robw71

Re: Returning Equipment After Upgrading To Glass

Thank you @TimmyBGood Not difficult to confuse me haha

Sky Glass Anthracite 55" connected by Cat8 ethernet cable
Sky Puck connected by WiFi
Sky Superfast broadband
Ultra HD & Dolby Atmos
Samsung Galaxy S21 Ultra
This message was authored by Megansgarden This message was authored by: Megansgarden

Re: Returning Equipment After Upgrading To Glass

I have never received the box to return the equipment and now bring chased by bpo 

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Returning Equipment After Upgrading To Glass

Posted by a Superuser, not a Sky employee. Find out more

@Megansgarden You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. You can go via this link to get a return label created and printed: https://www.royalmail.com/track-my-return#/details/2164

If you don't receive the packaging, and Sky have sent you a text/email asking you to return the equipment, you can contact them and ask them to send some return packaging. You need to do this by calling them.

Full details on the returns process can be found here:

https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and the tracking number indefinitely. There have been a lot of reports of delays with the returns being processed, potentially taking 2 months, so its useful to keep proof or return that could be sent to Sky should they try and charge you with a failure to return fee.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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