I have returned my puck, and have proof

[Keith185]

I have proof of collection, it has been an absolute shambles from start to finish now this.

If I get charged £38 they sky can come and remove everything 

[Fothergill1 · Accepted solution]

Hi @Keith185 This is a customer forum so you are not addressing Sky so unfortunately you will need to call them.

Sky claiming to have not received your return is nothing new and posts on the forum are quite frequent. It happened to me a few years ago when returning a Sky multi-room box.  I simply phoned Sky and explained that I still had my proof of postage and the matter was sorted within a couple of minutes.

[BenJoBanjo]

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@Keith185 wrote:

I have proof of collection, it has been an absolute shambles from start to finish now this.

If I get charged £38 they sky can come and remove everything 

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Sadly Sky's hardware returns process has been broken for years. This happens all the time and is largely the fault of Unipart Logistics who don't scan hardware quickly enough (due to the large volume of returns). This triggers the automatic threats of non-return fees on Sky's systems. It's a poorly managed setup which really should be sorted. 

As @Fothergill1 says - you'll need to call Sky to get this sorted. There used to be a means on this forum of having posts escalated to get issues such as this dealt with, but unfortunately that has been removed.