The return of my Sky Q box last Thursday afternoon

[SJ+Anstey]

A few weeks ago, notified Sky that I was moving to another property and the aerial (Dish) at my new property wasn't suitable.  So, I switched to Sky Stream, I was then told by to return the Sky Q box by Oct 30th.  The Sky Q box was dispatched last Thursday afternoon via the Royal Mail service.  During this time, I have had some distressing news regarding the passing of my mother.  I know I left it rather late and hopefully Sky will receive the Sky Q box quite soon.  But, this morning, received a text message from Sky saying "We've aplied a charge to your account as they have not received the equipment back", even though the Sky Q box is on its way back to them as we speak.

[GD1]

@SJ+Anstey  Until it's returned and they have it the fee would be applied, once they have confirmed receipt of it feel free to give them a call or post back and they should be able to remove the fee.

[Daniel0210]

@SJ+Anstey 

Sorry for your recent loss.

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.