sent sky puck back but account says it still not been received back to sky

[louiseknott]

we signed up to sky glass a while ago and had 1 puck with this and the broadband too. 

However when the items were all connected up there was a fault with the puck so we had a new one sent out and was told to send the faulty one back. 

Now DPD delivered the new puck and the driver asked for the faulty one to return so we gave him it and he packaged it stuck a sticker on it and went.

this was months ago.

we now trying to book a house move and move our sky to the new house but unable to as it says please return equipment before they can do that yet we have returned the faulty sky puck. 

how do i resolve this as cant speak to a human regarding this and it quite frustrating to say the least 

[mikealanr]

Hi @louiseknott 

I have escalated your post to a Sky expert who will reach out via the chat function on the forum. 

See: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 for more information and look out for the blue chat bubble.

MikeAlanR

[Mr+Flibbles+86]

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

[PSC133]

I think that this might be a common problem with items returned by DPD at the same time as they are delivering a replacement Sky product.

On the instructions of Sky I returned a faulty puck via DPD when they delivered a replacement puck.  This is still showing as not received after  18 months.

I asked the DPD driver for a receipt for the return but he informed me that he was unable give one.  In hindsight I ought to have photographed him receiving the return.

The whole Sky returns process is fraught with issues!

[Mr+Flibbles+86]

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