topic Replacement puck what you get in Sky Stream

Replacement puck

Stonechat — Sat, 29 Mar 2025 04:29:26 GMT

I've been offered a replacement puck. On delivery I am to hand the old one back to the courier. Can anyone tell me if I get a new remote with the replacement puck or should I keep the original? Thank you.

Re: Replacement puck

mikealanr — Sat, 29 Mar 2025 08:34:55 GMT

Hi @Stonechat

You should get a full boxed puck with remote, power cable and hdmi.

MikeAlanR

Re: Replacement puck

Stonechat — Sat, 29 Mar 2025 08:39:00 GMT

Thank you. That's what I was hoping because I've repacked everything in the original packaging.

Replacement puck what you get

Stonechat — Sun, 30 Mar 2025 06:14:07 GMT

I have been given a replacement puck.
Sky ask that you pack up the old puck to be exchanged at the door by DPD courier.
I was concerned about what to pack as it was un-clear. So I ended up keeping the remote and leads and just packed up the puck (advised by sky messaging)

For those who are in the same boat here is what you receive as replacement. New puck, power lead, hdmi lead and remote

control. So basically a brand new package.
Hope this helps anyone getting a replacement puck. I would advise that you still check with customer service, Sky messaging or chat.

Re: Replacement puck what you get

mikealanr — Sun, 30 Mar 2025 08:47:46 GMT

@Stonechat

You were advised of this in this thread: https://helpforum.sky.com/t5/Sky-Stream/Replacement-puck/td-p/4947681

Not returning everything asked isn't recommended as you may be charged a non return fee. As per info here: https://www.sky.com/help/articles/charges-for-not-returning-sky-stream-puck

You'll need to return any:

Sky-owned Sky Stream pucks

Remotes

Cables

MikeAlanR

Re: Replacement puck what you get

Stonechat — Sun, 30 Mar 2025 09:15:17 GMT

Hello

I spoke to an advisor before hand who advised me to only return the puck.
If there is a problem I shall explain and return the other items. Sorted 🙂

Re: Replacement puck what you get

GD1 — Sun, 30 Mar 2025 09:19:56 GMT

@Stonechat I have merged your post to your previous thread for continuity, a new thread isn't required.

Re: Replacement puck what you get

Haze6 — Wed, 11 Jun 2025 16:48:04 GMT

I am finding it difficult to order a replacement Puck as I've misplaced it during my recent house move (will probably find it in a few months time!) Anyway, not having much luck talking to the BOT to try and order a new one. Can you help?

Re: Replacement puck

mikealanr — Wed, 11 Jun 2025 20:08:32 GMT

Hi @Haze6

We are fellow customers you will need to call Sky.

MikeAlanR

Re: Replacement puck what you get

JoB — Sat, 21 Feb 2026 22:48:38 GMT

Hi Haze6

Did you manage to get a replacement puck?

Im in the same situation. Just moved house and cant find my Puck. Im in contract so cant cancel but cant access the streaming service either!

How much were you charged for a replacement? Assuming of course you did get one!

Thanks in anticipation any advice would be useful

Re: Replacement puck

lettice — Sun, 22 Feb 2026 04:56:01 GMT

@JoB

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.

Note: Escalation conversations automatically close if there is no response within 48 hours.
More about an escalation here;
https://helpforum.sky.com/t5/Superuser-Tips/Escalating-a-post-to-Community-Messaging/ba-p/5127952#M1014

Re: Replacement puck

Jason- — Sun, 22 Feb 2026 08:52:07 GMT

Good Morning @lettice, thanks for flagging this with us. I'll send @JoB and invite now so we can get a replacement sorted 👍🏻

Cheers, Jason-