Hi @RH2158
You are not talking to sky this is a customer helps customer community.
You will need to call sky and provide your proof of posting.
See: https://www.sky.com/help/articles/return-sky-glass-sky-stream-puck click "No I still need help" > "I'd prefer to get in touch" at the bottom.
MikeAlanR
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55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.
Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
