I have received notification that I need to return my Sky Q mini box...I never had one

[Wendelina]

I have received notification that I need to return my Sky Q mini box...I never had one. 

When I moved to Sky Q I explained that I had no need for the multi screen in my subscription and was informed that it was a part of the package and could not be removed and it was free anyway.  They did not give me a mini box.

I recently noticed that I have been being charged for it, I contacted Sky and multi screen has now been removed from my subscription.  I explained at the time that I had never had a mini box.

I have now received the return label etc and i have been informed I will be charged if I do not return it.

How do I inform Sky AGAIN I never had a mini box so cannot return it.   When phoning there is no option that seems to fit my issue.

Thanks in advance for any help.

[Daniel0210]

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@Wendelina wrote:

When phoning there is no option that seems to fit my issue. 

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@Wendelina 
Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[Wendelina]

Thank you ! I will give that a try.

[Wendelina · Accepted solution]

Thank you! I tried what you suggested and managed to get through to someone.  Problem now solved.  Much appreciated!