Returned sky Q equipment

[Invisiblename]

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@Lisaharrison wrote:

please bear in mind has to be the account holder to communicate. I have had to wait for my partner to get back from work aboard before I can speak to anyone :(.  Still not been able to and won't be until Friday!! Although I am the bill payer they need to speak with the Sky account holder.  They best not charge me as I have returned the box and will have no money left for the month in my account  as this box said to be returned by 19th April when in fact it was returned on 26th February and have an email stating it's been noted it's on its way back. It's disgusting that @Sky can do this and don't seem bothered that they take money from paying customers and get them in debt when it's not their fault and it's us that have to pay and get money back in the long run.   

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As far as I'm aware, as long as you've setup an account password and provide this when requested by the Customer Service agent, you  should be able to conduct the conversation without having the account holder's input - certainly always works for me.

[cob13]

I returned my sky equipment on 2nd January in my own packaging with a paper containing my account number and the serial numbers of the sky q box and the broadband hub which were in the same box.

Royal mail delivery confirmed delivery on 3rd January 2025.

Still getting messages about returned equipment, most recent 6th April saying to return by 16th May. Sky had sent returns packaging to my old address on 18th March.

I have a transcript of a webchat with Sky agent on 27th March who confirmed Sky have received hub and sky q box.

I have never received any acknowledgment from sky of the return. 

[Daniel0210]

@cob13 

Are Sky still chasing you for the return? 

[cob13]

Yes, as recently as yesterday

[Daniel0210]

@cob13 
To see if they can help you I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread 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 periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Tom-W19]

Thanks for escalating. We've sent an invite to cob13.

[Lisaharrison]

Can someone please escalate my enquiry as my partner is now home and I need to 'speak' to someone regarding my return that has been returned and Sky are saying they have not received it. Thank you 

[Invisiblename]

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@Lisaharrison wrote:

Can someone please escalate my enquiry as my partner is now home and I need to 'speak' to someone regarding my return that has been returned and Sky are saying they have not received it. Thank you 

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There's little point as I think they close at 10pm

[caesarome]

@Lisaharrison 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
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 will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Lisa-P1987]

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

[mrprabhu]

I cancelled Sky and posted my Sky Q box back in the supplied returns packaging on 18 March. I stil have the tracking receipt from the post office. Royal Mail tracking shows it was delivered and signed on 20 March. I've received two messages on 18 March and two messages on 20 March in "My messages" all saying thank you for returning our Sky kit. But I've also received a message and email on 4 April and another just today saying we still haven't received our equipment and to return it by 14 May to avoid being charged £117.

[Daniel0210]

@mrprabhu 
We have to allow at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point and their Messaging Team should contact you in due course.

Look out for a post on this thread 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 periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Daniel0210]

Now escalated @mrprabhu 

[Tom-W19]

Thanks for escalating. We've sent an invite to @mrprabhu.

[SM51]

I have today recieved a flat package to sent  my sky hub back, this is not big enough to put the 2 sky Q mini boxes in.

Any suggestions of what i could do about it.

1) just send hub back====2) pack all up in my own box and send====3) wait to see if they send another box for the Q boxes + remote.

In the flat package a letter just says send the hub back, thats it.