Secondary sky puck

[Mark-Bester]

I arranged recently to keep my secondary puck with one of your agents months ago it was settled that I would keep it if I need it in the future. I keep getting charged and text reminders to return it I have recently had a mental break down please help me with this matter.

[Stephen+Mourton]

Hello @Mark-Bester  Sorry to hear you are not so good.  On this forum most of us are just Sky customers like yourself.  It is monitored by some actual Sky employees and they may get in touch, however it would perhaps be more effective if you rang Sky direct.

[Mark39]

@Mark-Bester that would be unusual. Best to call Sky to discuss this with them.

[TimmyBGood]

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@Mark-Bester wrote:

I arranged recently to keep my secondary puck with one of your agents months ago it was settled that I would keep it if I need it in the future. 

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Typically that's not possible, and it would be unusual for an agent to be able to over-ride the automated system which is sending those messages: unfortunately they sometimes promise things they cannot actually deliver.  Either the Whole Home subscription is applicable, or the non-return fee gets charged.

Stream pucks have all been on loan since February 2023.

[Dazzasky]

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@Mark-Bester wrote:

I arranged recently to keep my secondary puck with one of your agents months ago it was settled that I would keep it if I need it in the future. I keep getting charged and text reminders to return it I have recently had a mental break down please help me with this matter.

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It's highly unlikely that the agent you spoke to would be able to arrange this. Personally I would contact Sky back and make a formal complaint @Mark-Bester 

https://www.sky.com/help/articles/how-to-make-a-complaint 

[peter-marlow+1966]

Yes I  agree  that the agent  has misinformed  you about the puck, the only pucks that are customer owned  are the one's  like my self who got 1 when the sky glass tv  first came out  in October  2021 and we were  the first  sky customers to be able to buy them, after  February  2023 all pucks are loaned by sky and must be returned  to them, sorry for your  health  problems  i  hope  you are  better  soon 

[Mark-Bester]

Their numbers don't seem to work they say they will send me a link via text but nothing happens do you please have a number I can call.

[Mark-Bester]

Thank you