topic Re: Replacement Sky Puck in Sky Stream

Replacement Sky Puck

CAS1968 — Thu, 08 Jan 2026 20:41:40 GMT

Can anyone explain to me why I've been charged £50 for a replacement puck when they only cost £39.95 for an additional one!

The old puck was playing up and was purchased before November 2022 so apparently is owned by me.

Re: Replacement Sky Puck

mikealanr — Thu, 08 Jan 2026 21:03:47 GMT

Hi @CAS1968

You will need to call sky. We are fellow customers here on the community. The £39.99 set up fee is for each puck loaned to you.

So if they have loaned you one it should be the same fee. However have they added whole home to your account rather than just replace? As this is cira £15 per month and was recently on offer for around £10.

Have you checked your bill in my sky?

MikeAlanR

Re: Replacement Sky Puck

CAS1968 — Thu, 08 Jan 2026 21:07:02 GMT

Thanks for your reply.

I already have whole home so no reason for any additional cost.

I did ask why it cost more but they couldn't give me an answer. I just had to go with it to get the replacement!

I will them call again.

Re: Replacement Sky Puck

billx — Mon, 12 Jan 2026 17:55:01 GMT

Seems sky charging for replacement 'loaned' pucks is just another sky scam.

If it is loaned but one needs a replacement, why do they then charge?

New subs get a 'loan' puck, but others like me had to purchase it.

They now want £50 from me to purchase a new puck, but insist that I send the old one back!

I have a problem with the playlist forgetting the watched episodes.
Sky have no anwer and will not replace the puck or 'loan' me one.

Only option is to purchase a replacement from them AND send back the old puck that I also OWN.

Re: Replacement Sky Puck

Fothergill1 — Mon, 12 Jan 2026 18:05:08 GMT

Hi @CAS1968 If your puck becomes faulty and needs replacing Sky will (should) replace it free of charge. I had one replaced last July and it was free as well as the return postage for the old puck).

If however you owned your puck and it needed replacing you would need to pay the admin/activation fee of £39.95 not £50.

If I was in your position I would lodge a complaint giving as much detail as possible and requesting a refund. This following link takes you to the complaint form. You will be directed you your MySky account to login and the form will be partly populated with your details.

Re: Replacement Sky Puck

DaveDrizen — Mon, 12 Jan 2026 18:37:38 GMT

Sky stream pucks are on loan even though make charge of £34

Re: Replacement Sky Puck

mikealanr — Mon, 12 Jan 2026 18:40:09 GMT

Hi @DaveDrizen

It depends when you got your puck. All mine are owned.

"Sky Stream pucks ordered after 23 February 2023 are loaned to you ('Sky owned')"

https://www.sky.com/help/articles/your-devices-sky-glass

MikeAlanR

Re: Replacement Sky Puck

billx — Mon, 12 Jan 2026 18:42:01 GMT

What's this?

This message was authored by:DaveDrizen

Message posted on‎12 Jan 2026 06:37 PM

UNREAD

"Sky stream pucks are on loan even though make charge of £34"

When I purchased mine, one actually had to purchase it. Think it was around £50.

Only in 2023 did the policy change and the pucks became sky owned and 'loaned' to the subs.

I think now, they stich up new subs with a 'set-up' fee. So not only do they have to pay the fee, but have to set up the puck themselves!

sky are such p!ss takers.

Re: Replacement Sky Puck

Fothergill1 — Mon, 12 Jan 2026 20:06:19 GMT

Hi again @CAS1968 Further to my post 5 above, I have posted on the closed forum to see if there has been any change of procedure or price for replacing customer owned pucks when they need replacing.

I will update this thread if I hear anything tomorrow.

Re: Replacement Sky Puck

Fothergill1 — Tue, 13 Jan 2026 09:35:17 GMT

@Fothergill1 wrote:
Hi again @CAS1968 Further to my post 5 above, I have posted on the closed forum to see if there has been any change of procedure or price for replacing customer owned pucks when they need replacing.

I will update this thread if I hear anything tomorrow.

Hi @CAS1968 I have received a reply and unfortunately £50 is correct for an initial replacement of an "owned" puck but any additional pucks required for Whole home will be charged £39.95

It doesn't seem very logical to me but that is unfortunately the case.

Re: Replacement Sky Puck

billx — Tue, 13 Jan 2026 11:30:32 GMT

Hi @CAS1968 I have received a reply and unfortunately £50 is correct for an initial replacement of an "owned" puck but any additional pucks required for Whole home will be charged £39.95

It doesn't seem very logical to me but that is unfortunately the case. "

Yep, it seems if you purchased a puck (before Feb 2023) , they charge you £50 to send a 'loan' puck and want the one you actually purchased sent back to them!

Outrageous.

I can understand if the dog ate it, but when they will 'sell' a second loan puck for £39, it is a bit rich to charge £50 for somebody with one puck.

sky really like to screw their customers.

CAS1968 I would suggest you try phoning back and speaking to different staff. After much grief & complaint I got a credit on my account of £50.

Seems crazy that one has to go though all of this. The puck probably costs less than £10 to make.

Re: Replacement Sky Puck

DaveDrizen — Tue, 13 Jan 2026 12:26:12 GMT

You can order Sky stream in curry's yet they still have to send the puck though the post why can't curry's have a stock of pucks like they do with other streaming devices so when signed up you can walk out with it and set it up strightway. Other wise what the point in singing up in curry's if the device has still be posted by Sky you might as well just do it on line or phone from the comfort of you home rather than making a trip to currys

Re: Replacement Sky Puck

Dazzasky — Tue, 13 Jan 2026 14:45:01 GMT

@DaveDrizen wrote:
You can order Sky stream in curry's yet they still have to send the puck though the post why can't curry's have a stock of pucks like they do with other streaming devices so when signed up you can walk out with it and set it up strightway. Other wise what the point in singing up in curry's if the device has still be posted by Sky you might as well just do it on line or phone from the comfort of you home rather than making a trip to currys

Not sure why this post was moved to this thread when it hasn't nothing to do with the conversation within the thread.

Re: Replacement Sky Puck

DaveDrizen — Tue, 13 Jan 2026 14:54:18 GMT

I would rather pay£50 for a puck that I know is mine then pay £39 charge and it's just on loan . That is the going price these days for other streaming devices. But I don't suppose new subscribers get the option to own them out right

Re: Replacement Sky Puck

billx — Tue, 13 Jan 2026 15:04:53 GMT

"I would rather pay£50 for a puck that I know is mine then pay £39 charge and it's just on loan . That is the going price these days for other streaming devices. But I don't suppose new subscribers get the option to own them out right"

Well you don't get a choice.

They charged me £50 for a new puck but said it was a 'loan' one and I have to send my original one back, i.e the one I purchased at the dawn of sky-stream.

On a side note, I have opened my puck (the one that I own, so can do what I like with it) and inside is a big heatsink covering the whole board.
Removal of this reveals the main processer, ICs for HDMI & Ethernet, and a few SMD components, dealing with filtering.

There is no super-capacitor or battery for memory retention.

Therefore everything must be saved in eeprom. Ok for things that only periodically change, like wi-fi details,

but eeprom has a relatively short read/write life. (ok thousands of read/writes) so I'm guessing that as my puck is one of the originals, the eeprom is suffering, thus not retaining the playlist information saved to it.

Will find out when my new puck arrives.

Re: Replacement Sky Puck

Hunter2660 — Tue, 13 Jan 2026 15:15:33 GMT

Can't see the point in owning one now. If it goes wrong it's £50 to replace, free if loaned. If you unsuscribe both are a doorstop, serves no other purpose. If you own one and resubscribe in the future maybe, but Sky will send you a free loaned puck anyway if you don't, (minus activation fee, which I presume is the same for both). So I can't see any advantage to own one.🤔

Re: Replacement Sky Puck

Fothergill1 — Tue, 13 Jan 2026 15:38:54 GMT

Hi @Hunter2660 Sky changed the process for Stream pucks from purchase/ownership to rental at the end of February 2023. Since that date there is no longer an option to purchase a puck from Sky but of course you could purchase one second hand (provided the seller was an owner and didn't have it on loan).

Re: Replacement Sky Puck

CAS1968 — Tue, 13 Jan 2026 20:26:34 GMT

Thank you for your reply.

Re: Replacement Sky Puck

billx — Wed, 14 Jan 2026 11:19:20 GMT

Yeah, sky are charlatans.

So I had to purchase my puck, being bought pre-2023.

There is an ongoing issue sky cannot resolve (sky tech just reads from their script)

They refuse to lend me a puck to prove/disprove it is the puck.

My only choice is to purchase a new puck for £50.

However they insist that I must do a doorstep exchange and GIVE them the puck that I actually own outright.

Admittedly, after complaint and much argument, they say they will credit my account with £50, but tis is not the point.

They are stitching me up by selling me the first puck and reusing to sell me a new one for £50 unless I return the one that I have already paid for.

I do not even know if the puck is the problem. Sky are not intersted in learning if a new puck will resolve the issue and if so, updatate their tech scripts, so future customers with the same issue can be given the solution.

Re: Replacement Sky Puck

TimmyBGood — Wed, 14 Jan 2026 11:48:53 GMT

@billx wrote:

However they insist that I must do a doorstep exchange and GIVE them the puck that I actually own outright.

Admittedly, after complaint and much argument, they say they will credit my account with £50, but tis is not the point.

They are stitching me up by selling me the first puck and reusing to sell me a new one for £50 unless I return the one that I have already paid for.

Presumably the current logistics system, including the contract with the courier, was designed to cope with the loaned pucks (from February 2023 onwards) rather than those distributed during the preceding 14 months: that wouldn't be entirely surprising.