Been sent Box to return Sky Q but don’t need to return it

[Anon204]

We recently tried Sky Glass but sent it back.  We are therefore keeping our Sky Q and sorted out a new package over the phone.  A month later, I've been sent a box asking for the return of my Sky Q box but don't need to return it as we are using it.

[nigea99]

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@Anon204 wrote:

We recently tried Sky Glass but sent it back.  We are therefore keeping our Sky Q and sorted out a new package over the phone.  A month later, I've been sent a box asking for the return of my Sky Q box but don't need to return it as we are using it.

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hi @Anon204 

I have escalated your post to SKY who, hopefully, will be in touch to double check that all is OK with your account etc.  - Sometimes timings can catch out the automatic processes

Please see this link re the escalation and what you might see:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

If you are using Safari I believe you must make sure that 'Hide IP adress' is not checked in settings to be able to see it - if you have difficulty finding that setting then may be try accessing here with another browser

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Anon204  an invite to chat.

[Anon204]

Hello.  I have not received any further communication about what to do with the sky q return 

many thanks 

[Daniel0210]

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@Anon204 wrote:

Hello.  I have not received any further communication about what to do with the sky q return 

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@Anon204 

Have you engaged in the chat after the invite was sent to you ? 

[Anon204]

I clicked on the chat bubble and sent a message but didn't hear anything back? Maybe I did it incorrectly 

[Daniel0210]

@Anon204 
Once that chat invite appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

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

[Anon204]

Thank you. 

I will keep trying to call them instead