topic Re: Whole Home Order in Sky Stream

Whole Home Order

AdrianB2025 — Sat, 04 Oct 2025 18:11:11 GMT

My broadband contract was due for renewal and so I called the retentions department to try and get the best deal on renewal. This time I was happy to add Sky TV to my subscription.

When going through my order, I chose to add the Whole Home package. At no point did the Sky representative state that I need to purchase and additional puck. I assumed that because you are adding this package and the only way for it to work is by having two pucks or you are paying for a service you cannot use. So I am confused as why the representative, who was very good and helpful, allowed me to include this service knowing I would not be able to use it unless I paid for another puck.

I was therefore a little annoyed when only one puck arrived today. I decided to place an order online as if I was a new customer to see if one could add the Whole Home without the need to purchase an additional puck and low and behold, the same thing. At no point in the ordering process does it states that in order to have the Whole Home service, you need to are required to purchase another puck.

I therefore called customer service for an explanation. They could not answer why I was able to complete the order without purchasing another puck but stated if I do want the Whole Home to work, then, yes, I would need to purchase the additional puck.

This is really poor by Sky to allow you to order something knowing that it will not work without a supplementary payment.

I therefore will have to now make a choice, either cancel the Whole Home or purchase the additonal puck.

I know the pucks aren't really being purchased but are instead loaned.

Re: Whole Home Order

SKY1992bf — Sat, 04 Oct 2025 18:19:46 GMT

@AdrianB2025 The agent has done nothing wrong because you can have whole home without pucks as it also allows the use of sky go on upto 6 mobile devices plus the addional use of devices such as Apple TV and xboxes

therefore the customer has to order the required number of pucks at time of ordering

Re: Whole Home Order

TimmyBGood — Sat, 04 Oct 2025 18:19:13 GMT

@AdrianB2025 wrote:

I assumed that because you are adding this package and the only way for it to work is by having two pucks or you are paying for a service you cannot use. So I am confused as why the representative, who was very good and helpful, allowed me to include this service knowing I would not be able to use it unless I paid for another puck.

The Whole Home add-on also permits use of Sky Go on Apple TV and games consoles.

Re: Whole Home Order

AdrianB2025 — Sat, 04 Oct 2025 18:29:19 GMT

OK so out of interest, why now that everything has been activated and I go into manage home set-up and under whole home it says intitally 0 added at a cost of £0 and if I change it to 1, then it still says £0 but no way to complete the order. If I change it to 2, then it states £39.95 but again no way to complete the order. It's very strange.

Re: Whole Home Order

Sentiment — Mon, 13 Apr 2026 08:56:19 GMT

Ive ordered whole home after receiving my first puck. Lets hope what i receive is a second puck! Absolutely agree systems shouldn't allow ordering without being clear

Re: Whole Home Order

lettice — Mon, 13 Apr 2026 09:08:37 GMT

@Sentiment

Adding the Whole Home pack to your Sky Stream current TV billing , will not send out a second puck.

You need to go into your MySky account and actually order a second puck, that will incur a one off charge of £39.95

The whole home pack also allows Sky Glass/Sky Stream customers to stream on four devices at a time – up to three using Sky Go and one using either the Sky Sports app or website.

So for those wanting that extra Sky Go facility with just one puck, they can do so.

More info on Whole home and watching in different rooms here:

https://www.sky.com/help/articles/watching-sky-in-different-rooms-sky-glass

Re: Whole Home Order

splatto — Mon, 13 Apr 2026 15:16:42 GMT

When you initially order Whole Home the first extra puck is generally free and £39.95 after that.