Unable to return Sky Q equipment and Broadband due to property flood!

[1972katherine]

Our property was flooded on 20th October where contaminated water wrote off the sky equipment. 

We called to say what has happened to be told that they do not require us to return contaminated equipment and to dispose of them, which we did through a recycling centre.

 

Today 13th November we have received a text and packaging asking us now to return the equipment! We have tried calling and on hold for over an hour before call disconnected:(

Has anyone else had problems and have any recommendations on how to get hold of sky! 

The contractor has indicated it will be a year before we can move back.

This has been an extremely difficult time anyway but my partner has a brain injury which has been made worse by everything has happened.  

[lettice]

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.

[lettice]

Have a read of the escalation process link here;

https://helpforum.sky.com/t5/Getting-Started/bd-p/gettingstarted

[Greenfingers001]

Thanks for escalating this. We’ve sent @1972katherine an invite to chat.

[Tom-W19]

Hi @1972katherine 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.