Changing addres

[Shannad871]

Can anyone help me. I moved in July and have lost count how many times I have tried to change my address. I need to return my broadband router. I have countless Web chats and phonecalls confirming the new address but whenever the parcel is sent, it keeps going to my old house?! I am now being fined for this? I have been trying for months to do the right thing and getting nowehere. Can someone please help!!!

[Daniel0210]

@Shannad871 
If you’ve successfully cancelled Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q/Stream TV, for any loaned equipment they are expecting back. If you cancel both Broadband and TV the smaller BB packaging should arrive first.

Any return packaging should show on your account
https://www.sky.com/ordertracking

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive at all it’s the customers responsibility to use their own packaging to return it. 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. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

It’s important that you keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.