topic Too many Pucks given..... in Account & Billing

Too many Pucks given.....

Trickyhicky — Tue, 08 Sep 2026 09:26:58 GMT

I am a new Sky customer, and I only have two TVs.

When ordering Sky Stream, I inadvertently selected two extra pucks instead of one during the Whole Home stage of the process. I called customer services to discuss this before the pucks arrived, but the lady was next to hopeless in helping me and did not give me any useful advice

Now the 1st 2 pucks cost me nothing other than the £15 a month, but the 3rd puck cost me a £39 setup fee. I was hoping that customer service would advise me how to return

Now the three pucks have arrived, and I want to send one of them back and get a refund of the £39 setup fee on it. But I end up on a merry-go-round of AI asking me questions but not helping.

Is there a customer service person in these discussion groups who can help me, please, or anyone else able to help me?

Re: Too many Pucks given.....

Daniel0210 — Tue, 08 Sep 2026 09:30:42 GMT

Hi @Trickyhicky

You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is predominantly made up of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like myself.

All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

Re: Too many Pucks given.....

Trickyhicky — Tue, 08 Sep 2026 09:37:40 GMT

Thank you, Daniel, for your advice that will hopefully help.

Re: Too many Pucks given.....

Trickyhicky — Wed, 09 Sep 2026 14:19:39 GMT

Did as you suggested, Daniel, and spoke to a really nice fella who assured me he has refunded me the money and told me hw to send the Puck back. So thanks again

Re: Too many Pucks given.....

martswain — Wed, 09 Sep 2026 15:34:32 GMT

@Trickyhicky

Please make sure you keep proof of posting and acknowledgement from Sky that they receive the puck.

Re: Too many Pucks given.....

Trickyhicky — Thu, 10 Sep 2026 05:20:07 GMT

Will do. The postman is collecting it this morning. Many thanks for the heads-up.