Returning a faulty puck

[Craig168]

I've had two pucks since may 2024, all's been good until yesterday when my main one in the lounge decided not to turn on, I've tried rebooting and have gone through the reset process but nothing works. My other puck works fine

id like to know how to report a faulty puck and get it replaced, the chat bot is useless, I can't sit on the phone all day and the chat function seems to be always off

any suggestions?

[BenJoBanjo]

---

@Craig168 wrote:

I've had two pucks since may 2024, all's been good until yesterday when my main one in the lounge decided not to turn on, I've tried rebooting and have gone through the reset process but nothing works. My other puck works fine

id like to know how to report a faulty puck and get it replaced, the chat bot is useless, I can't sit on the phone all day and the chat function seems to be always off

any suggestions?

---

Sadly you'll need to call them. 

[Fothergill1 · Accepted solution]

Hi @Craig168 as already advised you will need to call Sky.  When you first get through you will be asked some security questions and after the when you get to the chatbot just stay silent and don't answer any more questions and you will end up with the customer services team.