@Sophsw Sky aren't going to respond to a specific account related query on a public forum that is predominately for other Sky Customers to offer advise and suggestions. For a start they wouldn't know who you are when posting on a public fourm.
If your puck is faulty and you need a new one you need to call Sky customer services.
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.
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