Sky Q box Returning delivery issue

[Maryam]

I returned my Sky Q box to Sky after cancelling the service. I scheduled a home collection and requested a label from Royal Mail through the Sky return process. Royal Mail collected the item on August 4th, and I received confirmation via email. However, the box hasn't been delivered yet, and Sky keeps sending me messages warning of charges if it's not returned by June 11th, 2024. Tracking online shows the message "We have your item and it's on its way," but there have been no updates since the day after collection. I've tried contacting Royal Mail, but their automated system directs me back to online tracking with no operator support. What should I do next?

[Daniel0210]

@Maryam 
Have you kept your proof of posting / tracking? 

Are you sure you mean August 2023 for returning it? Sky would normally have imposed non return fees by now.

Unipart are the company that deal with returns. Apparently returns are taking 2+ weeks to be processed 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 allow them on the forum.

[Maryam]

Thank you for your reply.

Sorry I mentioned the date wrong, they collect that on 4th April. Yes, I have proof of posting. 

[Daniel0210]

@Maryam 
I’ve escalated your post to Sky and the 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 Maryam to chat.