Lack of Sky pucks

[49ers]

I recently took out Sky stream subscription through Currys and took whole house package ( four pucks ) but, to date have only received one puck and remote, which is totally useless for my viewing. I spoke to one of your advisors on Thursday, who rang to see everything was working, told him and he said he would pass me to relevant department, then line went dead. Currys have referred me to a Sky phone number, and the auto voice there said could not help with my problem. How can matters be resolved if you cannot speak to someone, particularly someone who is interested in your problems.

[SKY1992bf]

@49ers  Do you have a copy of the order confirmation? How many pucks are listed 

[TimmyBGood]

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@49ers wrote:

 took whole house package ( four pucks )

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'Whole Home' rather than 'whole house', but note that this is the product name for the subscription supplement rather than a literal description and does not necessarily come with any hardware by default: it can cover between one and five additional pucks, each of which also has an up-front hardware cost, plus up to three purchased Glass television sets.

https://www.sky.com/help/articles/your-devices-sky-glass 

To get four pucks you should have paid something like £120 as an initial fee (the pucks themselves are loaned) : if you didn't make a payment, this suggests just the Whole Home subscription was added to the order which triggered the 'free' loan of a single puck.

[49ers]

I can only say what was agreed with Currys at time of purchasing broadband (SEPARATE PROVIDER) and Sky. They told me I could have up to six pucks but I only wanted four. The order does not indicate any number for pucks just whole home. I am aware that the pucks are loaned but the store manager definitely put in for four pucks.

[TimmyBGood]

@49ers 

And did you pay a fee for the three 'additional' pucks (one being bundled with 'Whole Home') ?

If not, this suggests the order wasn't input correctly at Currys, and you've received the single 'free' puck.

[TimmyBGood]

@49ers 

Once an initial puck is activated (and with the Whole Home subscription in place) then additional pucks can be acquired through logging in at https://www.sky.com/mysky/tv or in the My Sky app.

For me they are currently showing as having a fee of £39.95 each: your pricing may be different.

[Jporch316]

@49ers 

I would think you should go to curry's and find out what's been ordered .......

[Fothergill1]

@49ers It must be very frustrating but if the order doesn't have any pucks mentioned then Currys forgot to include them in your order.  You could go back to the shop to complain but what would that achieve? I would suggest the best adivse is that given by @TimmyBGood in post 6 above and just order another 3 online.

[49ers]

Clearly it appears that I need to speak with Currys initially and intend to do so tomorrow. I will update the forum on that outcome

[TimmyBGood]

@49ers 

Perhaps worth knowing that while it doesn't seem to make sense to offer Whole Home with only a single puck, some users will have that subscription in place so that they can run Sky Go on  games consoles or Apple TV boxes.