topic Re: Stream puck in Account & Billing

Stream puck

Emma_lp34 — Tue, 11 Mar 2025 21:23:03 GMT

I've recently joined sky and I have broadband and a little stream puck box when I opened I was told the I could get the stream box with like sky sports u&gold sky movies will all be on there to watch I was told I would be able to watch u&gold but when I go on to it it says I don't have a subscription for this but I was told on the phone I would be able to watch u&gold sky sports sky movies etc also I was told I would pay £35 month but I been charged £15 for the puck alone I thought it would be all in one payment but it's separate so does that mean I will pay £20 for the broadband so £15 for the puck and £20 for the boardband that makes £35 I need help what to do

Re: Stream puck

MarkGoldsmith — Tue, 11 Mar 2025 21:49:30 GMT

TV services and broadband services are two different contracts and are therefore billed separately.

Re: Stream puck

MarkGoldsmith — Tue, 11 Mar 2025 21:51:07 GMT

£35 in total sounds far too cheap to be getting the broadband and the full TV package including sky sports and sky cinema. I suspect what you have is the base TV package for that price.

Re: Stream puck

TimmyBGood — Tue, 11 Mar 2025 21:51:56 GMT

@Emma_lp34 wrote:

that makes £35

That's presumably Sky Essential TV for £15 plus broadband for £20 (which is itself a very good price)

You cannot realistically hope to get subscription television and internet access for less.

Re: Stream puck

Emma_lp34 — Tue, 11 Mar 2025 21:53:55 GMT

I wasn't made aware of this I'm new to sky and when I signed up for boardband I was told about this stream puck and was told although would be £35 that's including the broadband etc has I did say to the woman on the phone is said is the £35 a month for everything and she said yes but most of the channels she said I can watch and that are included don't work it's says I've got to update my subscription or something like that

Re: Stream puck

Emma_lp34 — Tue, 11 Mar 2025 21:58:26 GMT

Thank you for the reply I was told I would get channels like u&gold etc included but them channels won't work saying I need to update my subscription but on the phone she said them channels would be included

Re: Stream puck

MightyQuinn — Tue, 11 Mar 2025 22:13:34 GMT

Hi @Emma_lp34 Realistically, all the channels would cost you well over £100 a month, and that is TV only. Clearly the sales person lied to you. If you are still within the cooling off period, you can cancel without early termination fees. Alternatively you can make a complaint, but I would manage your expectations.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Stream puck

Emma_lp34 — Tue, 11 Mar 2025 22:17:47 GMT

They would yes and the person has clearly lied I'm not after all the channels but she mentioned channels that I can watch but I can't watch the unless I upgrade like she said I would be able to watch u&gold some sky channels but they don't work thanks for your help