Replacement Sky Puck

[CAS1968]

Can anyone explain to me why I've been charged £50 for a replacement puck when they only cost £39.95 for an additional one!  

The old puck was playing up and was purchased before November 2022 so apparently is owned by me.

[mikealanr]

Hi @CAS1968 

You will need to call sky. We are fellow customers here on the community. The £39.99 set up fee is for each puck loaned to you.

So if they have loaned you one it should be the same fee. However have they added whole home to your account rather than just replace? As this is cira £15 per month and was recently on offer for around £10.

Have you checked your bill in my sky?

MikeAlanR

[CAS1968]

Thanks for your reply.

I already have whole home so no reason for any additional cost.

I did ask why it cost more but they couldn't give me an answer.  I just had to go with it to get the replacement! 

I will them call again.

[billx]

Seems sky charging for replacement 'loaned' pucks is just another sky scam.

If it is loaned but one needs a replacement, why do they then charge?

New subs get a 'loan' puck, but others like me had to purchase it.

They now want £50 from me to purchase a new puck, but insist that I send the old one back!

I have a problem with the playlist forgetting the watched episodes.
Sky have no anwer and will not replace the puck or 'loan' me one.

Only option is to purchase a replacement from them AND send back the old puck that I also OWN.

[Fothergill1]

Hi @CAS1968 If your puck becomes faulty and needs replacing Sky will (should) replace it free of charge.  I had one replaced last July and it was free as well as the return postage for the old puck).

If however you owned your puck and it needed replacing you would need to pay the admin/activation fee of £39.95 not £50.

If I was in your position I would lodge a complaint giving as much detail as possible and requesting a refund.  This following link takes you to the complaint form. You will be directed you your MySky account to login and the form will be partly populated with your details.

[DaveDrizen]

Sky stream pucks are on loan even though make charge  of £34

[mikealanr]

Hi @DaveDrizen 

It depends when you got your puck. All mine are owned.

"Sky Stream pucks ordered after 23 February 2023 are loaned to you ('Sky owned')"

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

MikeAlanR

[billx]

What's this?

This message was authored by:DaveDrizen 

Message posted on‎12 Jan 2026 06:37 PM

UNREAD

"Sky stream pucks are on loan even though make charge  of £34"

When I purchased mine, one actually had to purchase it. Think it was around £50.

Only in 2023 did the policy change and the pucks became sky owned and 'loaned' to the subs.

I think now, they stich up new subs with a 'set-up' fee. So not only do they have to pay the fee, but have to set up the puck themselves!

sky are such p!ss takers.

[Fothergill1]

Hi again @CAS1968  Further to my post 5 above, I have posted on the closed forum to see if there has been any change of procedure or price for replacing customer owned pucks when they need replacing.

I will update this thread if I hear anything tomorrow.

[Fothergill1 · Accepted solution]

---

@Fothergill1 wrote:

Hi again @CAS1968  Further to my post 5 above, I have posted on the closed forum to see if there has been any change of procedure or price for replacing customer owned pucks when they need replacing.

I will update this thread if I hear anything tomorrow.

---

Hi @CAS1968 I have received a reply and unfortunately £50 is correct for an initial replacement of an "owned" puck but any additional pucks required for Whole home will be charged £39.95

It doesn't seem very logical to me but that is unfortunately the case.

[billx]

"

Hi @CAS1968 I have received a reply and unfortunately £50 is correct for an initial replacement of an "owned" puck but any additional pucks required for Whole home will be charged £39.95

It doesn't seem very logical to me but that is unfortunately the case. "

Yep, it seems if you purchased a puck (before Feb 2023) , they charge you £50 to send a 'loan' puck and want the one you actually purchased sent back to them!

Outrageous.

I can understand if the dog ate it, but when they will 'sell' a second loan puck for £39, it is a bit rich to charge £50 for somebody with one puck.

sky really like to screw their customers.

CAS1968 I would suggest you try phoning back and speaking to different staff. After much grief & complaint I got a credit on my account of £50.

Seems crazy that one has to go though all of this. The puck probably costs less than £10 to make.

[DaveDrizen]

You can order Sky stream in curry's yet they still have to send the puck though the post why can't curry's have a stock of pucks like they do with other streaming devices  so when signed up you can walk out with it and set it up strightway. Other wise what the point in singing up in curry's  if the device has still be posted by Sky you might as well just do it on line or phone from the comfort  of you home rather than making a trip to currys

[Dazzasky]

---

@DaveDrizen wrote:

You can order Sky stream in curry's yet they still have to send the puck though the post why can't curry's have a stock of pucks like they do with other streaming devices  so when signed up you can walk out with it and set it up strightway. Other wise what the point in singing up in curry's  if the device has still be posted by Sky you might as well just do it on line or phone from the comfort  of you home rather than making a trip to currys

---

Not sure why this post was moved to this thread when it hasn't nothing to do with the conversation within the thread. 

[DaveDrizen]

I would rather pay£50 for a puck that I know is mine  then pay £39 charge and it's just on loan .   That is the going price these days for other streaming devices. But I don't suppose new subscribers get the option to own them out right

[billx]

"I would rather pay£50 for a puck that I know is mine  then pay £39 charge and it's just on loan .   That is the going price these days for other streaming devices. But I don't suppose new subscribers get the option to own them out right"

Well you don't get a choice.

They charged me £50 for a new puck but said it was a 'loan' one and I have to send my original one back, i.e the one I purchased at the dawn of sky-stream.

On a side note, I have opened my puck (the one that I own, so can do what I like with it) and inside is a big heatsink covering the whole board. 
Removal of this reveals the main processer, ICs for HDMI & Ethernet, and a few SMD components, dealing with filtering.

There is no super-capacitor or battery for memory retention.

Therefore everything must be saved in eeprom. Ok for things that only periodically change, like wi-fi details,

but eeprom has a relatively short read/write life. (ok thousands of read/writes) so I'm guessing that as my puck is one of the originals, the eeprom is suffering, thus not retaining the playlist information saved to it.

Will find out when my new puck arrives.