I have sent equipment back and sky have asked me to send it 6 weeks after I sent it back

[debbiebayfield]

Hi please help me this is really stressful.  

I sent back my sky q hub and mini box when I went into the streaming service in May .

I did this all via the app and got the label I printed off for the Royal Mail to collet . They collected it on 9/5/23 .as I have the email to say so from the Royal Mail .

 Sky have yesterday sent me a box and letter from sky saying to return it or I will be charged around £200 for the 2 items and I have until 8/8/23 to do so ( already done that  sky !) 
II'm now so  stressed about a huge charge being applied to my account for equipment I sent back which is worrying as £200 is a lot of money .
mum hoping the box and letter was a automatic thing and that sky have recieved the equipment back but sadly the tracking only tracks back 21 days so I can't personally track it now .
please help me  asap  . 

[Daniel0210]

@debbiebayfield 
You aren’t addressing Sky Customer Services here. This is mainly a forum where customers help other customers so there’ll be no automatic contact from Sky following your post.

As you have the email from Royal Mail acknowledging collection you'll need to call Sky and explain. 

[debbiebayfield]

Thanks they are so hard to get to somone who axtullau knows what they doing is there a place / link in here I can copy and paste this message too please ? Not a easy thing to understand on here but thanks for trying to help me .

[Daniel0210]

@debbiebayfield 

Afraid not. The agent you talk to on the phone won't be able to see any image you post on here and in addition you would have to block out all personal information such as your name, address and email address before the image could be accepted. If you don't want to call, if you're prepared to wait until at least Wednesday, the chat option with the Escalation Team should be operational again. If you would prefer that post on this thread again Wednesday morning and we should be able to escalate your issue to Sky.

[debbiebayfield]

Thanks I’ll do this

[debbiebayfield]

Hello how do I escalate this to sky support team please ? Talking to them on the phone is a nightmare and the staff often leave me with no faith in they are doing anything tleavant ri the queries .

[Daniel0210]

@debbiebayfield 
Unfortunately the escalation process is temporarily unavailable until later today so in the meantime you may wish to give Sky another call. If you still want your issue escalating to Sky post again in this thread later today but be aware it’s likely that a significant number of customers will be in the same position.

[caesarome]

@debbiebayfield 

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:
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.

[Addie15]

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

[Addie15]

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