topic Re: Secondary sky puck in Sky Stream

Secondary sky puck

Mark-Bester — Sun, 11 May 2025 06:22:11 GMT

I arranged recently to keep my secondary puck with one of your agents months ago it was settled that I would keep it if I need it in the future. I keep getting charged and text reminders to return it I have recently had a mental break down please help me with this matter.

Re: Secondary sky puck

Stephen+Mourton — Sun, 11 May 2025 06:45:17 GMT

Hello @Mark-Bester Sorry to hear you are not so good. On this forum most of us are just Sky customers like yourself. It is monitored by some actual Sky employees and they may get in touch, however it would perhaps be more effective if you rang Sky direct.

Re: Secondary sky puck

Mark39 — Sun, 11 May 2025 07:09:10 GMT

@Mark-Bester that would be unusual. Best to call Sky to discuss this with them.

Re: Secondary sky puck

TimmyBGood — Sun, 11 May 2025 07:55:39 GMT

@Mark-Bester wrote:

I arranged recently to keep my secondary puck with one of your agents months ago it was settled that I would keep it if I need it in the future.

Typically that's not possible, and it would be unusual for an agent to be able to over-ride the automated system which is sending those messages: unfortunately they sometimes promise things they cannot actually deliver. Either the Whole Home subscription is applicable, or the non-return fee gets charged.

Stream pucks have all been on loan since February 2023.

Re: Secondary sky puck

Dazzasky — Sun, 11 May 2025 08:55:00 GMT

@Mark-Bester wrote:
I arranged recently to keep my secondary puck with one of your agents months ago it was settled that I would keep it if I need it in the future. I keep getting charged and text reminders to return it I have recently had a mental break down please help me with this matter.

It's highly unlikely that the agent you spoke to would be able to arrange this. Personally I would contact Sky back and make a formal complaint @Mark-Bester

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Secondary sky puck

peter-marlow+1966 — Sun, 11 May 2025 12:18:11 GMT

Yes I agree that the agent has misinformed you about the puck, the only pucks that are customer owned are the one's like my self who got 1 when the sky glass tv first came out in October 2021 and we were the first sky customers to be able to buy them, after February 2023 all pucks are loaned by sky and must be returned to them, sorry for your health problems i hope you are better soon

Re: Secondary sky puck

Mark-Bester — Wed, 14 May 2025 19:06:05 GMT

Their numbers don't seem to work they say they will send me a link via text but nothing happens do you please have a number I can call.

Re: Secondary sky puck

Mark-Bester — Wed, 14 May 2025 19:06:58 GMT

Thank you