topic Re: Returned puck in Sky Stream

Returned puck

Patcut36 — Sat, 18 Oct 2025 11:17:47 GMT

I have returned my puck and Sky tell me they will charge £38 for non return.

I no longer have proof of return because they messaged me saying thanks for returning the equipment,so I disposed of the returns receipt.

Thanks.

Re: Returned puck

Fothergill1 — Sat, 18 Oct 2025 12:12:57 GMT

Hi @Patcut36 The only option you have is to call Sky to discuss the matter. Hopefully you will still have the notification you received from SKy confirming the receipt of your return but if not presumably Sky will have a record of the notification.

I had a similar issue a few years ago when returning a Sky Q multiroom puck but I still had my proof of postage. You see posts similar to yours all the time which shows that the returns procedure is not up to standard.

Re: Returned puck

boubibou — Sun, 23 Nov 2025 09:01:07 GMT

Thanks for that - Same issue, sent back the puck late September, received confirmation email that they received it on October 8th.

They are pretty explicit in their confirmation : "Just a quick note to say thank you for sending back our Sky kit - it's now with our courier and will be with us shortly."

Today, November 23rd received a SMS claiming that £38 will be charged for not returning the device.

Of course in the meantime, one month and a half later I cleaned my papers and don't have the receipt...

No mean of contacting them - their chatbot useless, impossible to get an address to send back their confirmation email.

They are such a pain for customer service...

Re: Returned puck

Fothergill1 — Sun, 23 Nov 2025 10:24:18 GMT

Hi @boubibou You will need to persevere with calling Sky. If you stay silent when you get to the chapbots it will eventually put you through to customer services.

Also, on your home screen go down to MySky > Your products. Enter your pin and then select sky subscriptions > devices and hopefully it will show a returned stream puck along with your current puck showing as Active. If you then go to the returned puck it will show you the serial number.