Is Sky forcing me to pay another fee?

[RudeCat25]

Is Sky forcing me to add another subscrition as I have this message on my screen, Whole Home Required, and of course an addition fee.

[MarkGoldsmith]

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@RudeCat25 wrote:

Is Sky forcing me to add another subscrition as I have this message on my screen, Whole Home Required, and of course an addition fee.

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How many Sky streaming devices do you have? You require Whole Home if your combined stream pucks and glass TVs number more than 1.

[RudeCat25]

Thanks for the reply, I only have 1 tv with 1 puck

[Fothergill1]

@RudeCat25  You only need a whole home subscription to watch Sky Glass / Stream on more than 1 device.  It's exactly the same principal and as the multi room subscription for Sky Q.

https://www.sky.com/help/articles/watching-sky-in-different-rooms-sky-glass 

With a Whole Home subscription you can have up to 3 Glass TVs and 6 stream pucks on a single subscription.

[Fothergill1]

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@RudeCat25 wrote:

Thanks for the reply, I only have 1 tv with 1 puck

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@RudeCat25 Our posts crossed.  If you have a Glass TV and a puck then you need a whole home subscription (see my post above for further details).  If you just have your puck connected to a normal TV you don't.

[RudeCat25]

No glass tv

[Fothergill1]

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@RudeCat25 wrote:

No glass tv

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@RudeCat25  In which case you have the same setup as me (1 puck connected to a smart TV).  You do not need a Whole Home subscription so if you are unable to use your puck without receiving this message you will need to cal Sky to get the matter resolved.

Having said that try a reboot of the puck first in case it is just a software glitch in which case the reboot might resolve it and save you a call.  Just unplug the puck at the wall socket and leave it for a few minutes and plug it in again.  It takes about 3 minutes to completely reboot and you will have a blank screen for a couple of minutes before the Sky logo appears.

[lettice]

In your MySky account, is it only showing as one Sky Stream Puck?

In MySky, go to Product settings.

If you only have one listed on your account, that will show under Primary Devices.

If you have a second puck listed on your account it will show below that under Connected devices.

You can also check on MySky, clicking on Your services, then Streaming TV.

This will show all the pucks associated with your account.

[RudeCat25 · Accepted solution]

Dear all, many thanks for your help and advice. I called sky, they said there is a 2nd puck registered to my account and are investigating. TV is reset and working. 

Enjoy your day.