We were issued a new sky box. They tried to deliver but we weren’t in. The tracking now says the sky

[Terrikk]

We have been issued a new sky box to replace a faulty one. We weren't available for delivery . Now the sod app shows the sky box is being returned to sky. I have no way of intercepting the parcel or changing its path. How do I get the parcel back and swap over the faulty box for the promised new box 

[Laing1]

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@Terrikk wrote:

We have been issued a new sky box to replace a faulty one. We weren't available for delivery . Now the sod app shows the sky box is being returned to sky. I have no way of intercepting the parcel or changing its path. How do I get the parcel back and swap over the faulty box for the promised new box 

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@Terrikk Afraid you will  need to contact Sky to arrange the box to be re-delivered

You can contact Sky by phone by dialling 150 if Sky is your phone provider or by following the link below
https://www.sky.com/help/home
scroll down to need more help click on this and you will find a phone number. If you are in ROI please change the flag at the bottom right to the ROI flaged

[Daniel-F · Accepted solution]

Hi @Terrikk 

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. You’ll then 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 aren’t instant so you’ll just need to check the chat thread regularly.

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

[Terrikk]

@Daniel-F Thank you I will await the SKY bubble to chat 

[Terrikk]

@Laing1 Thanks, I tried to contact SKY direct. But I'm in a cycle of robotic messages and this community for my answer and next steps. 

[Laing1]

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@Terrikk wrote:

@Laing1 Thanks, I tried to contact SKY direct. But I'm in a cycle of robotic messages and this community for my answer and next steps. 

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@Terrikk as @Daniel-F has escalated this to Sky i'd wait to see if you receive the invite to chat.

If you continue trying on the phone when the robotic messages mention the community apparantly saying no then it should put you through to an adviser I've not tried this myself so don't know from personal experience of this.

[Mr+Flibbles+86]

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

[Mr+Flibbles+86]

We are still looking to help you @Terrikk. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks