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Discussion topic: Have a puck but cant subscribe without set up fee

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This message was authored by Jhill100 This message was authored by: Jhill100

Have a puck but cant subscribe without set up fee

Hi I have a puck as part of S Glass.  The subscription has lapsed and trying to set it up again but sky wants to charge me £39 to set up.  Its already here and connected to my TV! 

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Have a puck but cant subscribe without set up fee

Posted by a Superuser, not a Sky employee. Find out more

@Jhill100 

 

The specific subscription to use a Stream puck alongside a Glass television would be 'Whole Home': is that definitely on the account?

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Have a puck but cant subscribe without set up fee

Posted by a Superuser, not a Sky employee. Find out more

@Jhill100 slightly confused by this as subscriptoins don't lapse, you have to actively cancel them.

 

So are you saying you have a Sky Glass TV and a Sky Stream puck and you cancelled your Sky TV services. Which services did you cancel the entire Sky TV subscription which would affect both your Glass and Sky Stream puck, or just the Whole Home package, which would essentially deactivate the Sky Stream puck?



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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Jhill100
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This message was authored by Jhill100 This message was authored by: Jhill100

Re: Have a puck but cant subscribe without set up fee

No this was on the account but was removed.  I want to add back in and use the existing puck I have and they are asking for a £39 set up fee which I would assume is because they plan to send me another puck. 

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Have a puck but cant subscribe without set up fee

Posted by a Superuser, not a Sky employee. Find out more

@Jhill100 wrote:

No this was on the account but was removed.  I want to add back in and use the existing puck I have and they are asking for a £39 set up fee which I would assume is because they plan to send me another puck. 


Quite likely.

 

I'd suggest phoning Sky in that case to get Whole Home added back to your account

 

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. If you are in the ROI on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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This message was authored by Exiled-in-HH This message was authored by: Exiled-in-HH

Re: Have a puck but cant subscribe without set up fee

@Jhill100 Can you give some idea of the timeline?

 

When did you first receive the Glass TV and Puck?

 

When did you cancel the Whole Home subscription?

Exiled in HH
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