Reactivating Sky Stream Puck that I own

[Ed-S]

I signed up to Sky Stream in the early days, where the Puck was provided - and became customer owned - and did not need to be returend.

I understand that Sky since changed the terms, so that Pucks are loaned and have to be returned.  But, my Puck, I own and it was sold/provided by Sky.

Every so often - when we have an elderly relatives that comes to stay - I have phoned Sky and reactivated the Puck I own on a rolling, 31 day contract.  I then cancel, as/when needed.  The last time, was probably 12 months ago.

This time, a Sky Agent - and their (inferior) Superior - tells me there was never any customer owned hardware and it is all Sky owned and has to be returned.  Which is rubbish.

Have Sky stopped re-activating customer owned Pucks?  Or is there a limited time where this is possible?

Having spent 45 minutes on the phone, going round in circles, I gave up and - politely - hung up.

[TimmyBGood]

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@Ed-S wrote:

Have Sky stopped re-activating customer owned Pucks?  Or is there a limited time where this is possible?

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You may just have hit a CS rep who was unaware of the confused saga of puck ownership.

I suppose it's also possible that something deep within a database prevents multiple reactivation/cancellation cycles.

[Ed-S]

Tried again, was given a different telephone number as I need "To phone Sky direct".

... looks like I ended up at new sales, which is all out sourced and not actually Sky?!

Phoned 'Sky direct' - which seems to be support - and getting transferred around the houses - as "This team only teams with Ultimate, not Essential TV"

This is all bonkers - are they just all on so much commision/bonus, that no one wants to sell Essentials on a 31 day rolling contract?

Think I might give up and just use NOW.

[Ed-S · Accepted solution]

Received the email with 'Key Facts - please read to complete your order with Sky'.

Stated they were going to send me a new Puck - with no option to skip, even though I already have/own a Puck.

... I gave up.  Absolutely ridiculous.

[Angel_Aka]

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@Ed-S wrote:

Tried again, was given a different telephone number as I need "To phone Sky direct".

... looks like I ended up at new sales, which is all out sourced and not actually Sky?!

Phoned 'Sky direct' - which seems to be support - and getting transferred around the houses - as "This team only teams with Ultimate, not Essential TV"

This is all bonkers - are they just all on so much commision/bonus, that no one wants to sell Essentials on a 31 day rolling contract?

Think I might give up and just use NOW.

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I'd recommend the NOW route - it's so much easier to start and stop a subscription via their app or the website. I used to have a customer owned puck but just couldn't deal with the ridiculous rigmarole to get the thing activated. 

If I were you I'd stick your puck on eBay and get rid of it, which you are perfectly entitled to do. They don't go for as much as they used to but you should easily get £30+ for it, which will pay for a good few months of NOW subcription. 

[Ed-S]

The only reason I have the damn thing, is really for the eldery relative when they come to stay - consistency for them and all that!

Last time I did this, UK call centre, expained what I wanted, didn't want to be up-sold, 5 minutes, job done.  Box was working.  Presumably the UK call centre have all be fired?

I've just spent the best part of 1.5 hours with various offshore call centres and have nothing to show for it.  No Sky Puck activated, nothing.

[martswain]

It is still possible to do what you want and on a 31 day rolling contract.

I did it last week, via an overseas call centre, no drama, no upselling, a decent discount and as a Diamond VIP (still had mobile) the very nice agent gave me a £30 goodwill bill credit.

I am paying £30/month for Ultimate TV and £22/month for Sports.

It was activated 3 minutes after we agreed the price, I was still on the phone to the lovely lady.

Once logged in to my account, Ad Skipping and UHD/Atmos were offered free for 2 months.

[Ed-S]

Not my experience today.

I spent most of the time saying that I owned my box - and them arguing that no boxes were customer owned.  Which is rubbish, as their own FAQ even references this.

Then, after reading out the box serial number, confirming account details, billing details, they couldn't sell me Essential - as Essential and Ultimate are sold by different teams.  Transferred again, then have to go through all the former. Again.

Not the agents fault, but certainly very poor training on Sky products.  I've given up, relative will have to learn how to use an Aero instead 😉

[Angel_Aka]

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@Ed-S wrote:

Not my experience today.

I spent most of the time saying that I owned my box - and them arguing that no boxes were customer owned.  Which is rubbish, as their own FAQ even references this.

Then, after reading out the box serial number, confirming account details, billing details, they couldn't sell me Essential - as Essential and Ultimate are sold by different teams.  Transferred again, then have to go through all the former. Again.

Not the agents fault, but certainly very poor training on Sky products.  I've given up, relative will have to learn how to use an Aero instead 😉

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I get your frustration. I had a very similar experience trying to do the same for a relative with a customer-owned puck a while ago. 

Funnily enough, they now have a Manhattan Aero and get on very well with it!