Sky cannot send me a return package or even email me the label - no one can help?

[funkiem]

Hi everyone, 

I have a mobile on contract with Sky that needs a repair for a known issue.  I raised a ticket with Sky for the phone to be sent in for repair on the 7th August and was informed I would be sent a pre-paid package/box to put the phone into so it could be sent off for a repair or replacement. 

I have never received the box from Sky, nor have I been able to get the team to successfully email me a returns label so I can do it myself from home. 

I have called in multiple times and spoken to a lot of folks in Sky who are genuinely trying to assist me but no one seems to be able to get either a pre-paid box sent or simply send me the email with the label. 

I am raising this here as I don't know where else to go with this one.  When I call into Sky mobile they can trace all my notes on this issue but no one can give me a reference number for my repair either yet my account shows the phone is in for a repair (which it is not as I cannot send it in)

Please help as this has been going on for many weeks now without a resolution.

[caesarome]

It might be worth registering a complaint by filling in this online form:

https://www.sky.com/help/complaints

[funkiem]

Thank you - I can try this, I think one of the agents I spoke to raised something internally twice as well. 

It seems really strange that even the emails are not getting to me. 

They have sent me test mails that go through... something isn't quite working as expected somewhere.