Return of Equipment

[sph251304]

I am a current SKY customer and was having wifi problems. I was sent a new router, toether with instructions on how to return the existing equipment.

I packaged the old router and leads into the box the new router arrived in and used the provided address label. This was posted back on 6th September via tracked postage (I have the receipt) and Post Office tracking says it was delivered on 8th September.

However, I have now received two text messages saying I will be charged if the equipment is not returned.

Can this be escalated please to avoid charges being made that I will have to try to reclaim?

Many thanks.

[daveNOS]

@sph251304 I have escalated your post to the Sky staff here, look out for either a blue chat bubble towards the bottom of your screen or a private message.

If you are using safari then you may not see the chat bubble as the private browsing can cause issues with it showing up. 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[sph251304]

All sorted through Chat. Many thanks.

[Bobbbbbbbbb]

Please can someone tell me the address to send the old router to?  Chat bot was as useful as Anne Frank's drum kit.

[caesarome]

@Bobbbbbbbbb 

You can print your own return label via here:

https://www.sky.com/help/articles/return-tv-broadband

Add a note inside with your account number and a list of equipment you have included.
Make sure you get and keep proof of posting when sending this off.

[Bobbbbbbbbb]

Thank you so much for your help.