Millions of Sky customers warned of costly mistake that’s so easy to avoid

SKY has warned customers against not returning equipment – or they will face unnecessary charges.

Customers who fail to give their old TV box back will be charged a fee by Sky – which can affect their credit score.


If customers don’t return their Sky equipment, they will have to pay a ‘non-return charge’ which can range from £35 to £135Credit: Sky

“Change is good… but charges aren’t,” Sky said in a help forum.

“If you’re leaving Sky Q, changing your subscription, or need a new box, you’ll need to return the equipment you loaned from us when you first joined Sky Q.”

Customers must return their loaned equipment within 60 days.

If customers services have been cancelled because they’ve fallen into debt, then they will have to return the hardware within 30 days instead.

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And if they don’t, customers will have to pay a ‘non-return charge’ which can range from £35 to £135.

“We’ll contact you to let you know if you need to pay these charges and how much they are,” said Sky.

“Not returning your equipment, and then not paying subsequent bills can affect your credit score.”

However, customers who have suffered a recent bereavement will not be charged.

If a Sky engineer is visiting your home to install the new equipment, you can give your old equipment to them, Sky explained.

But make sure to keep hold of your tracking ID or proof of postage when returning any equipment – just in case.

How do I know what to return?

Cancelling Sky Q? You’ll need to return any:

  • Sky boxes (including Sky Q 1TB box, Sky Q 1TB UHD box, Sky Q 2TB box)
  • Sky Q Mini box
  • Sky Q remote(s), cables and any other accessories that were provided with your install
  • Sky Boosters (if you don’t have or aren’t keeping Sky Broadband).

Cancelling Sky Broadband & Talk? You’ll need to return any:

  • Your Sky Hub
  • Any Sky Boosters, (if you don’t have or aren’t keeping Sky Q).

How much will I be charged?

The charge depends on what equipment you haven’t returned:

  • Sky Q 1TB box – £115
  • Sky Q 2TB box – £135
  • Sky Q Mini box – £50
  • Sky Q Hub/Sky Broadband Hub – £50
  • Sky Broadband Booster – £35
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Customers will be charged for every piece of equipment they don’t return.

For example, if you didn’t return a Sky Q 2TB box, two Sky Q Mini boxes and a Sky Q Hub, you would be charged £270 in total.

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