Have a puck but cant subscribe without set up fee

[Jhill100]

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! 

[TimmyBGood]

@Jhill100 

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

[MarkGoldsmith]

@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?

[Jhill100]

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. 

[MarkGoldsmith]

---

@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.

[Exiled-in-HH]

@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?