I’ve returned my sky Q equipment and still got a charge

[Danielle104]

We had just switched to sky glass within the last 2 weeks or so and have since then returned our previous sky hub as requested. Yet I've still received a charge because they haven't received it. This isn't my fault as it was sent within the time frame so will this extra charge disappear once they receive the equipment? 

[Daniel0210]

@Danielle104 

I don't think you mean a Sky hub. Do you mean a Sky Q box?

Have you kept your proof of posting / tracking information / email from Sky confirming the package is with the courier?

Sky use Unipart to deal with returns and they are taking a number of weeks to process equipment at their warehouse.

We would usually be able to escalate this to Sky via the Messaging Team on here but I'm afraid the option hasn't been available since the summer and we don't know when it'll return.

You need to contact Sky by calling in, using Sky Assistant or via social media to try to get this sorted out which should be straightforward if you have the proof of posting.

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.

[Danielle104]

No it was definitely the sky internet hub. We had moved house and received a new faster internet hub and was told to use the packaging from the new one for the old one and it came with a returns label which we used. My partner posted the parcel so I'm hoping he has the receipt still but I haven't received any emails about it from what I am aware off. I'm still waiting for new packaging being delivered to return the sky Q box itself but the information it gives me on my account is saying it hasn't even been dispatched yet and there's no date for it 

[Daniel0210]

Sorry @Danielle104 , your thread title says Sky Q equipment which is why the confusion. The advice above re the charge for the non return still applies.

Re the Sky Q box, 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) for any loaned equipment they are expecting back.

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive 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

Again, 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.

[Danielle104]

Yeah technically it is all sky Q equipment but separate orders to send back if that makes sense. I haven't received any emails to say anything has been received by sky RE the hub that was already sent back which is what this charge is regarding so once they receive it will the charge be removed? 

yes I can easily sort the packaging and returns label for the sky Q box no problem as I still have loads of time to sort that