Being asked to return equipment incorrectly

[Magoo21]

I recently made changes to my Sky package and was going to cancel multiroom. However a few days later I changed my mind and cancelled the change. 

I am paying for multiroom as normal and it appears on my bill. However, now I'm being threatened with charges for not returning the box.

I phoned a few weeks ago and spoke to someone who said I wouldn't be charged, but today I've received an email and text threatening me with charges.

My bills are up to date and I'm paying for multiroom.

What do I do?

[caesarome]

@Magoo21 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Magoo21]

Thank you!

[Magoo21]

No chat bubble has appeared? Should it be there by now? 

[oldfella]

---

@Magoo21 wrote:

No chat bubble has appeared? Should it be there by now? 

---

There may be a delay over the Weekend @Magoo21 

[Daniel0210]

@Magoo21 

They are not guaranteed but I’ve re-escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that 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

[Tom-W19]

Thanks for escalating. We've sent an invite to @Magoo21.

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Magoo21]

Yes I do. Sorry I'm away with work so it's difficult to do the security questions in a timely way.