Returning my Sky Q box

[AndyW51]

After moving house and changing from Sky Q to Sky Stream in my new property, I am stilla waiting the packaging for the return of the Sky Q box. Sky Stream is working fine. Every time I try to ring in to check where the pacakging is, I am told by an automated voice that the number I am calling from is not linked to the account. It is - I am looking at the account number on screen. Very frustrating.      

[Daniel0210]

@AndyW51 
If you’ve successfully swapped to Stream Sky should send out returns packaging (to the address where the account was active) later than normal in case you change your mind for any loaned equipment they are expecting back. Sky are apparently not requesting the return of some boxes. 

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

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.

[AndyW51]

Thankd so much.