Problems with my account

[kj33]

I've been with Sky since last year & had no issues. I recently added whole home to my account & realised I didn't need it as I already have a Sky puck but my husband uses it. A few days after cancelling the Sky services on the puck stopped working & I received a package to return the puck (am I supposed to receive a free puck when signing up for whole home?) If so, I still haven't received it. I reactivated whole home & the Sky puck was working again but I'm still being charged extra for something I haven't received! Whenever I've tried to call Sky about the issue they have problems finding my account every time & they end up hanging up on me. I'm at my wits end with them & just want it sorted, does anyone have any advice? ☹️

[mikealanr]

Hi @kj33 

Sky pucks are only loned to you. You pay £12 per month for whole home and usually have to pay a £39.99 activation fee for each puck your order, though sometimes Sky wave this fee for the 1st puck. However they are still only loaned to you. Just because you added hole home, doesn't mean an additional puck will be sent to you, you have to order them via the app or website and pay the fee.

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

How many pucks do you have just the one? Have they said why they can't find you account? I can escalate your post to see if a Sky team member can assist?

MikeAlanR