topic Re: Sky stream equipment not received in Sky Stream

Sky stream equipment not received

GandA — Thu, 17 Sep 2026 09:53:00 GMT

We switched to sky stream. Our broadband was installed yesterday but as yet we have no puck or remote control. How long does this take to come?

Re: Sky stream equipment not received

Angel_Aka — Thu, 17 Sep 2026 09:55:05 GMT

@GandA wrote:
We switched to sky stream. Our broadband was installed yesterday but as yet we have no puck or remote control. How long does this take to come?

When did you order it? Pucks are usually sent pretty much immediately after ordering, it's always broadband installation which takes longer.

Does anything show on your order status on your MySky account?

Re: Sky stream equipment not received

GandA — Thu, 17 Sep 2026 10:33:26 GMT

We recently moved house. We had Sky Q at our old property and decided to change to Sky Stream for our new property. Our package included Sky Stream and Sky broadband. We haven't ordered any equipment as I assumed it would be sent out automatically. The broadband router arrived promptly and was installed yesterday but we haven't ordered any new equipment to watch Sky at our new home. We didn't want an external dish hence why we went with Sky stream.

Re: Sky stream equipment not received

Angel_Aka — Thu, 17 Sep 2026 10:47:26 GMT

@GandA wrote:
We recently moved house. We had Sky Q at our old property and decided to change to Sky Stream for our new property. Our package included Sky Stream and Sky broadband. We haven't ordered any equipment as I assumed it would be sent out automatically. The broadband router arrived promptly and was installed yesterday but we haven't ordered any new equipment to watch Sky at our new home. We didn't want an external dish hence why we went with Sky stream.

Did you arrange a home move with Sky? Was this done over the phone? Check your order acknowledgement email - it should list everything that was ordered. If the package you chose was a TV and broadband package then you would have needed to choose a channel package, either Essential TV or Ultimate TV. Did you do that? A Stream puck would not be sent without a valid streaming TV subscription being ordered at the same time.