topic Re: Problems moving from Sky Stream to Sky Glass in Account & Billing

Problems moving from Sky Stream to Sky Glass

Bur — Wed, 24 Sep 2025 17:39:51 GMT

I am trying to swap my mothers sky stream puck for a sky glass tv (she has dementia and struggles with two remotes, think she will be just fine with sky glass)

Twice i have placed orders for her (once online, 2nd time after an hour or so on phone to Sky), both times the order has been automatically cancelled at 22.30 at night. When i spoke to customer services they said the only way to place the second order was for payment to be taken again, so mum is currently £700 out of pocket, with no TV coming and they had the cheek to add "Sky Whole Home" to the bill at £15 a month when i said i specifically dont want it.

I'm going to be calling again tomorrow, hopefully it will not be quite as painful as I have set up the phone password to speak on mums behalf, but if they say we need to take another £350 then what.... Anyone experienced anything similar to this?

Re: Problems moving from Sky Stream to Sky Glass

MarkGoldsmith — Wed, 24 Sep 2025 17:42:31 GMT

@Bur wrote:
I am trying to swap my mothers sky stream puck for a sky glass tv (she has dementia and struggles with two remotes, think she will be just fine with sky glass)

Twice i have placed orders for her (once online, 2nd time after an hour or so on phone to Sky), both times the order has been automatically cancelled at 22.30 at night. When i spoke to customer services they said the only way to place the second order was for payment to be taken again, so mum is currently £700 out of pocket, with no TV coming and they had the cheek to add "Sky Whole Home" to the bill at £15 a month when i said i specifically dont want it.

I'm going to be calling again tomorrow, hopefully it will not be quite as painful as I have set up the phone password to speak on mums behalf, but if they say we need to take another £350 then what.... Anyone experienced anything similar to this?

Unless I'm mistaken, in order to add the Glass to the account, they need to add Whole Home; otherwise, they can't process the order, as without Whole Home, you can only have one Sky streaming device on your account. Once the TV arrives, you can then cancel Whole Home and return the puck to Sky.

Re: Problems moving from Sky Stream to Sky Glass

Bur — Wed, 24 Sep 2025 17:45:18 GMT

That makes sense thanks Mark. They said the refund would take some time, but i am loathe to pay another 350 - they couldnt tell me why it is being cancelled (bearing in mind mum already has a contract / direct debit with them and was trying to pay for TV up front). not looking forward to the call tomorrow