Returning box after installation of Sky Glass

[Lewisodell95]

Hi,

I've recently had sky glass installed into my flat and was given a returns box for my old equipment. Now I definitely returned this by giving it in to my local post office (I have the receipt to prove it). I am still receiving messages from sky instructing me to return my box or face a penalty on my next bill. This says to me that somewhere along the line the post office have lost my package. Would this mean even with the receipt Would I still be penalised?

Many thanks

Lewis Odell

[GD1]

@Lewisodell95   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Peter+foulkes+1]

sam,e with me i have a photo of returns, the box got there but not two other items in same package. After 23 years custom, threats to take money for kit i returned, two x £50. website does not click through so here i am agreeing with you. Might go to BT or virghin.

[Daniel0210]

@Peter+foulkes+1 
The most important question is…Have you kept your proof of posting?

We understand returns are taking 2+ weeks to be processed by Unipart (who deal with the returns) and they aren’t the quickest in updating Sky that equipment has been received. Let us know in this thread and we can maybe get you some help from the Messaging Team.

If you have the proof of posting we’ve been told it’s a fairly straightforward process for the team. 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 allow them on the forum.

[Peter+foulkes+1]

Thanks for the prompt response. Yes I sent them the image of the parcel, i have tracked it and it was delivered . they must have it or would be charging me for the full contents not just two items. It was well wrapped so mayber the robot threw them away, they are the old versions of the Puk.

 

[caesarome]

@Peter+foulkes+1 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Peter+foulkes+1.

[Peter+foulkes+1]

not received invite but in on chatbox, yes going round in circles again...

[Daniel0210]

@Peter+foulkes+1 
There should be a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each 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 just need to check the chat thread regularly.

[AdamJ78]

Hi, I also have this problem. Returned my old sky q equipment mid October and been messaged today saying I'm being charged over £200 for not returning. I can't find the receipt and sky aren't being very helpful

[Laing1]

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@AdamJ78 wrote:

Hi, I also have this problem. Returned my old sky q equipment mid October and been messaged today saying I'm being charged over £200 for not returning. I can't find the receipt and sky aren't being very helpful

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@AdamJ78 I have escalated this to sky as you don't have the receipt then then it will be at Sky's discretion as to whether they charge the non return fee or not 

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

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 @AdamJ78 to chat.

[Greenfingers001]

We are still looking to help you @AdamJ78 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks