I keep getting asked to return equipment that I no longer have.

[Hugh+Rynal]

I moved house last July, my Sky account was put 'on-hold' and the equipment was returned. In my new house I have just signed up for Sky Stream (which is excellent) and the 'old' sky account have been closed. I am now being asked to return the equipment or I will be charged £135.00. I no longer have any 'old' equipment because it has already been sent back.....who should I speak to? whats the number? is there an on-line chat service?

Cheers

Brian

[caesarome]

When you returned it back to Sky did you get and keep proof of posting as the Sky website advices you to do because if you did then we can alert the messaging team to help you with this.

[Hugh+Rynal]

No I dont think I have that.....the goods were returned nearly a year ago and all part of the pausing of the the Sky TV account that I have had (for almost 23 years). I really do not have the equipment, which would be useless to me in the new place cos we have no Sky dish and we will not be having a Sky dish......the missus has spoken 🙂 

[TimmyBGood]

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@Hugh+Rynal wrote:

I moved house last July, my Sky account was put 'on-hold' and the equipment was returned.

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Typically Sky don't permit such an arrangement, which may be why they don't have a record of equipment return.

[bob1234]

You can only phone Sky as being able to suspend an account is very unusual, you may wish to tell Sky if they say you should have kept the proof of posting that it only says you should keep it for 90 days on return packaging.

[Hugh+Rynal]

When I say 'paused', I was put on a very basic deal, £5 a month, basically a free-view box I guess.....but the box was not plugged in cos I had movd house and returned it to Sky.....

[bob1234]

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@Hugh+Rynal wrote:

When I say 'paused', I was put on a very basic deal, £5 a month, basically a free-view box I guess.....but the box was not plugged in cos I had movd house and returned it to Sky.....

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Only Sky can sort this out, as you were still paying the subscription they no doubt thought you still had the box.

[TimmyBGood]

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@Hugh+Rynal wrote:

When I say 'paused', I was put on a very basic deal, £5 a month, basically a free-view box I guess.....but the box was not plugged in cos I had movd house and returned it to Sky.....

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OK, so the account wasn't 'on-hold' or 'paused' at all: it was reduced to a minimum channel bundle to save cost (a mechanism that Sky widened in availability during lockdown).  'Sky TV Essentials' on a Q box is still an ongoing subscription contract with loaned hardware for which the subscriber is responsible, and if Sky didn't request a box return then the chances are it never landed in the right place and/or wasn't logged against the acount