I cancelled sky glass months ago but it is still showing on my bill

[LewisWheale]

Hi. I cancelled sky glass previously and it is still showing on my bill. I have recently have a sky puck with whole home. I think they way they have got around this is by adding whole home onto my account because sky still think my glass is main device and the puck part of the whole home. Is there anyway to get this fixed because I'm paying for whole home but don't need it as I paid the glass off and cancelled the contract. I'm paying for whole home but don't need it. Any suggestions. 

[peter-marlow+1966]

Sky  don't  just add anything  to your account or send out  pucks with  out you ordering  it first,  did you get sky glass tv on credit? as you  will still  see the payments  on your  bill, we are all just customers  on here, if this has happened  then you  need to ring sky  and speak  to someone 

[peter-marlow+1966]

Who has access  to your my sky app and password? As you  would  have to phone sky to order the puck and add whole home. Or do it on the my sky app, and the puck is £39.99 to pay I think  when ordering  aswell

[MarkGoldsmith]

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@peter-marlow+1966 wrote:

Who has access  to your my sky app and password? As you  would  have to phone sky to order the puck and add whole home. Or do it on the my sky app, and the puck is £39.99 to pay I think  when ordering  aswell

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@peter-marlow+1966 typically the £39.99 is waived for the first additional device taken out as part of a Whole Home subscription ( and then charged for subsequent devices).

[LewisWheale]

Sorry. It was meant to read. I previously had a sky glass which I paid off and cancelled my sky subscription. I have recently ordered a sky puck and a new tv package with them. While I was ordering the puck there was a massive issue about me ordering a new streaming package because it still shows as the sky glass is my main device on my account. When I've looked at my bills after it appears the way who ever put the package together has added whole home to allow me to order a puck. The sky glass is still showing on my account. I don't have the sky glass as it is completely paid for and now paying for whole home as a work around to add a puck on. Hope that makes sense 

[MarkGoldsmith]

@LewisWheale you should phone Sky again to try and sort this out. It sounds like they haven't cancelled your Sky Glass subscription at all from what you are saying. When you have a Sky Glass TV it will always be the primary device on your account (https://www.sky.com/help/articles/your-devices-sky-glass).

Whole Home is allowing you to have up to 3 Glass TVs, and 6 Steam pucks on your account. If that isn't what you wanted and you actively wanted to cancel the subscription on the Sky Glass (essentially turning it into a fairly dumb TV), and i have the Sky Steam puck as your one and only sky streaming device then you need to phone Sky and get them to cancel Whole Home and remove the Sky Glass TV from your account.

[GD1]

@LewisWheale  You would need to remove Glass from your account.

Want to remove a Streaming TV device from your account? You'll need to get in touch with us to do this.

Important: Before you remove a device, make sure you complete a Factory Reset to remove your personal data from the device, if possible.

Useful info:

• You'll lose your Playlist on any devices that you remove.
• Sky Glass TVs that aren't registered to an account will only be able to connect to other devices using HDMI ports. Access to TV apps, like Netflix, will no longer be available.
• Sky Stream pucks that aren't registered to an account won't work.
• Any Sky Glass credit agreement payments or subscriptions you have will carry on, even if you remove a device from your account. Or you can pay off your credit agreement.

Want to remove the last device on your account? You'll need to get in touch with us to do this, as any Streaming TV subscriptions need to be cancelled first.

[MarkGoldsmith]

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@LewisWheale wrote:

Sorry. It was meant to read. I previously had a sky glass which I paid off and cancelled my sky subscription. I have recently ordered a sky puck and a new tv package with them. While I was ordering the puck there was a massive issue about me ordering a new streaming package because it still shows as the sky glass is my main device on my account. When I've looked at my bills after it appears the way who ever put the package together has added whole home to allow me to order a puck. The sky glass is still showing on my account. I don't have the sky glass as it is completely paid for and now paying for whole home as a work around to add a puck on. Hope that makes sense 

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In addition i'd also suggest opening an official complaint with Sky, as they really shouldn't be charging you the extra money for the Whole Home when you have previously cancelled the Sky Glass TV subscription. https://www.sky.com/help/articles/how-to-make-a-complaint

[LewisWheale]

I've contacted sky numerous times to say that the sky glass was still showing on my account and they kept saying someone would get back to me but never heard anything back. I paid off the sky glass tv a few months after having it because I hated it and sold the tv on so it should definitely still not be showing as a product I have with them 

[peter-marlow+1966]

Even with  the tv paid  for it still show on your  account  as the main device , unless you  do a factory  reset  and sell it or give it away  and  I believe  tell so it can be removed  from  your  account  otherwise  yes you ordered  a puck they see you have  a sky glass tv and will setup  the whole  home  as they think you want the puck for a second  tv in the house, now I understand  what has happened here properly  better to have just asked  to setup  the viewing  package  you  wanted  on the  tv  I guess  unless  you  are using  it on a second  tv in the  house 

[MarkGoldsmith]

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@LewisWheale wrote:

I've contacted sky numerous times to say that the sky glass was still showing on my account and they kept saying someone would get back to me but never heard anything back. I paid off the sky glass tv a few months after having it because I hated it and sold the tv on so it should definitely still not be showing as a product I have with them 

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In that case go down the complaints route to get this rectified then. They will be able to see all the notes and history on your account to see what changes agents made and when you called in etc to verify.

[peter-marlow+1966]

Did you  do a factory  reset  to clear your  details  from it  before  you  sold it on ?

[LewisWheale]

Yes complete factory reset

[LewisWheale]

I explained all this to them when trying to order the puck but this must have been a work around. 

[peter-marlow+1966]

Not sure if this will  work, open your  my sky app go to product  settings open it go to device  management  open it and see if you can remove  the tv  from  your  account  that way