topic Re: Unable to remove puck from account in Sky Stream

Unable to remove puck from account

Jporch316 — Mon, 21 Jul 2025 06:52:48 GMT

I have sky glass and three pucks. When checking MySky app I have a fourth puck that doesn't belong to me listed. The puck is active and has been seen recently on the internet according to device management

when I try to remove the puck I get the following message .... can my post be escalated please 🙏

Re: Unable to remove puck from account

GD1 — Mon, 21 Jul 2025 07:20:25 GMT

@Jporch316 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Unable to remove puck from account

Lisa-P1987 — Mon, 21 Jul 2025 07:51:50 GMT

Thanks for escalating this. We’ve sent Jporch316 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Unable to remove puck from account

pwes — Sat, 23 Aug 2025 10:15:12 GMT

How is this helpful to other people who may be having this issue? This is not a community focused answer at all.

Re: Unable to remove puck from account

BenJoBanjo — Mon, 25 Aug 2025 08:38:29 GMT

@pwes wrote:
How is this helpful to other people who may be having this issue? This is not a community focused answer at all.

Because the community cannot provide a solution to such an issue. The OP requested it be escalated to a Sky employee, who can help resolve the issue. This was done, therefore the community was in fact able to help.

The 'escalate to a Sky employee' feature of this forum does however appear to have been stopped at the moment AFAIK. I don't know if this has anything to do with customer services being reduced and farmed out overseas instead or not, but hopefully it is a service which will return at some point.

Re: Unable to remove puck from account

Jporch316 — Mon, 25 Aug 2025 08:42:51 GMT

@pwes wrote:
How is this helpful to other people who may be having this issue? This is not a community focused answer at all.

I probably should have provided an update - the community team were not able to remove the puck from my account and it got uplifted to a backend team who also couldn't remove the puck. The team advised they would investigate further and call me back. To this point I haven't received a callback and the mysterious puck still remains on my account.

Re: Unable to remove puck from account

GD1 — Mon, 25 Aug 2025 08:44:39 GMT

@pwes I don't know what the issue is with the reply, it is the correct way to deal with the query, the post has not been marked as an answer so it is not misleading or wrong, may I suggest you try reading this link as it explains what the community is and how it works.

Re: Unable to remove puck from account

Jporch316 — Mon, 25 Aug 2025 08:46:09 GMT

Also to add to this it's likely the mysterious puck is one that I received in 2022 and was faulty out of the box and never booted up. This was swapped out via DPD within a few days (who took the faulty puck with them)

im not positive as I never took down the serial number of the faulty puck so can't verify this was the case.

Re: Unable to remove puck from account

BenJoBanjo — Mon, 25 Aug 2025 08:48:01 GMT

@Jporch316 wrote:
@pwes wrote:
How is this helpful to other people who may be having this issue? This is not a community focused answer at all.
I probably should have provided an update - the community team were not able to remove the puck from my account and it got uplifted to a backend team who also couldn't remove the puck. The team advised they would investigate further and call me back. To this point I haven't received a callback and the mysterious puck still remains on my account.

The mystery of the ghost puck and disappearance of the mythical 'backend' team continues... we'll await further developments!