Sent SkyQ via returns after upgrading to Sky Glass but Sky haven't received

[LiamDurkin]

Hi, 

I've sent my old Sky Q equipment when I had received the box & label after upgrading to Sky Glass, took it that day to the Post Office and off it went but Sky haven't received it and now I'm going to be charged a fee. I sent it via Sky's required method, I'm unsure why I should be left liable - I have proof of postage. Any help appreciated.

[Daniel0210]

@LiamDurkin 

How long ago did you return it? Returns are taking 2+ weeks to be processed. 

[LiamDurkin]

I don't have the exact date to hand, but it was well over 2 weeks ago. It'll be at least 5 weeks ago, possibly 6 weeks. 

[Daniel0210]

@LiamDurkin 

Keep the proof of posting handy because I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you 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 are not instant so you’ll need to regularly check the chat thread.

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

[Lisa-P1987]

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