Returned sky Q equipment

[Lzm]

I returned my sky Q equipment in the packaging provided with the returns label. I've received an email and a message on my account to say thank you sky can see I have sent it back via Royal mail and they will send confirmation when they have received it.

This was 3wks ago and I have just received a message asking me to return the equipment to avoid being charged.  I'm not sure what to do

[Daniel0210]

@Lzm 
Have you kept your proof of posting?

It’s Unipart that deal with returns and they are taking a number of weeks to process equipment 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 should be a fairly straightforward process. 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 like them on the forum.

[Lzm]

Thank you for replying to my post. The proof I have would just be the email confirmation from Sky which would be from when the tracking number on the parcel was scanned at the post office as well as a confirmation message on my sky account. The only other proof is  the post office Royalmail receipt which as you said I shouldn't add this community group

[Daniel0210 · Accepted solution]

@Lzm 
I have escalated your original post to Sky and their Messaging Team should contact you (tomorrow now). 

You need to watch out for a post from one of the team inviting you to a private chat and then you should see 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 what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Lzm]

That's great thank you

[Lzm]

I haven't received any messages from sky to start a chat from my post 2 days ago. Is this normal? I understand when I receive the message the link expires after 48hrs but how long does it usually take to receive the link

[Daniel0210]

@Lzm 

That is unusual. I'll re-escalate it shortly. 

[Daniel0210]

Re-escalated @Lzm 

[Mr+Flibbles+86]

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

[Wazzak77]

I am experiencing the same issue here. I returned a Sky Q box and 2 mini boxes a month ago - all together through Royal Mail  and I have the proof of postage. I received 3 separate emails thanking me for returning my equipment, but now I am receiving emails from Sky saying that I am going to be charged £52 for each of the mini boxes if I don't return these by the 22nd October. Please can someone assist me? Thanks! 

[Daniel0210]

@Wazzak77 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see 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 what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Wazzak77 to chat.