I have returned old equipment in same box but have recieved an e-mail requesting the skyq box is ret

[Kgraves]

I have returned all equipment in the same box but being asked for sky q box atill, who can i contact

[Daniel0210]

@Kgraves 
Have you kept your proof of posting?

Unipart are the company that deal with the returns. Before Christmas returns were taking 2+ weeks to be processed at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from the Messaging Team.

If you have the proof it’s a fairly straightforward process for the team. If you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t allow them on the forum.

[Kgraves]

Yes i have proof of posting and took pictures of contents in box and serial numbers of equipment returned. Everything went in one box as i was sent one big box and one envelope with 2 return labels and no clear indication of what went where, neither the router nor q box would fit in the cardboard envelope supplied. 

[Daniel0210]

@Kgraves 
I’ve escalated your post to Sky and the Messaging Team may contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then look out for a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains the process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Kgraves.

[Kgraves]

Yes i have proof of posting and took pictures of contents in box and serial numbers of equipment returned. Everything went in one box as i was sent one big box and one envelope with 2 return labels and no clear indication of what went where, neither the router nor q box would fit in the cardboard envelope supplied. 

[Daniel0210]

@Kgraves 

You need to engage in the chat invite now by the method described in my earlier post.

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[Tm19]

Hi. We returned all the equipment in the same box which came first. I wasn't aware that the sky pick should have gone in the 2nd box.