topic Re: Sky Stream Puck Retuen in Account & Billing

Sky Stream Puck Retuen

jfbuk99 — Thu, 02 Jul 2026 11:05:19 GMT

I had some issues so had to start a new sky stream account.

Got a new puck and all good on the new account.

I received returns packaging and and a label for the old puck and accessories which I used to send them back.

The Royal Mail tracking says it is delivered but I am still getting SMS nag messages about returning the equipment.

How do I resolve this ?

Thanks

Re: Sky Stream Puck Retuen

caesarome — Thu, 02 Jul 2026 11:09:07 GMT

@jfbuk99

It can take a week or so for returned items as this to be received as a returned item so what shows here regarding this as yoiur account should be updated when this has happened:

https://www.sky.com/ordertracking

Re: Sky Stream Puck Retuen

GD1 — Thu, 02 Jul 2026 11:10:29 GMT

@jfbuk99 The image you posted can't be shown as you've included your tracking number, please repost after blanking out the number.

Re: Sky Stream Puck Retuen

jfbuk99 — Thu, 02 Jul 2026 11:26:41 GMT

Re: Sky Stream Puck Retuen

jfbuk99 — Thu, 02 Jul 2026 11:29:00 GMT

Quote " It can take a week or so for returned items as this to be received as a returned item"

19th June was when the warehouse received it !

Re: Sky Stream Puck Retuen

caesarome — Thu, 02 Jul 2026 12:02:09 GMT

@jfbuk99

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Sky Stream Puck Retuen

Jason- — Thu, 02 Jul 2026 13:12:00 GMT

Good Afternoon @caesarome, thanks for making us aware of @jfbuk99's post. We'll be sure to send them an invite now and we can help get this sorted.

Thanks, Jason

Re: Sky Stream Puck Retuen

jfbuk99 — Mon, 06 Jul 2026 10:43:04 GMT

I know everyone is trying to help but I really don't have time to sit around and wait for a Sky agent to start an online chat.

As far as I am concerbed I posted the puck in good time and have evidence it was received.

Sky really should have a way of resolving such issues that is convenient to the customer

Re: Sky Stream Puck Retuen

jfbuk99 — Mon, 06 Jul 2026 10:56:33 GMT

I cannot even directly reply to Jason on here - ridiculous way to run customer communications !

Re: Sky Stream Puck Retuen

Coley-W95 — Mon, 06 Jul 2026 17:49:49 GMT

Hi @jfbuk99. I'm really sorry to see that you've been experiencing issues with the return of your puck. We did try to reach out in PM on Friday but we haven't received a response from yourself. Have you checked your Community settings to make sure that you don't have private messages switched off?

I’ve escalated your post to our Community Messaging team again for you who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Sky Stream Puck Retuen

jfbuk99 — Tue, 07 Jul 2026 11:23:05 GMT

I repeat

It is not possible to reply to the DM you have sent me.

All I want is for Sky to confirm that they have received the puck and that the matter is closed. What is so difficult ?

Re: Sky Stream Puck Retuen

Me134 — Tue, 07 Jul 2026 11:40:00 GMT

@jfbuk99 wrote:
I repeat
It is not possible to reply to the DM you have sent me.
All I want is for Sky to confirm that they have received the puck and that the matter is closed. What is so difficult ?

They can't do anything without you going through the customer security check on the chat. Your account on the forum doesn't connect to your Sky account. If you don't want to use the chat offered on here then you'll need to call them.

Re: Sky Stream Puck Retuen

SKY1992bf — Tue, 07 Jul 2026 11:45:48 GMT

@jfbuk99 Does anything show on the link below regarding your return

https://www.sky.com/ordertracking

sky doesn't necessarily confirm receipt so your tracking receipt is your proof of return so keep it safe and indefinitely

Re: Sky Stream Puck Retuen

jfbuk99 — Tue, 07 Jul 2026 12:13:11 GMT

That shows I have no active orders.