My broadband contract was due for renewal and so I called the retentions department to try and get the best deal on renewal. This time I was happy to add Sky TV to my subscription.
When going through my order, I chose to add the Whole Home package. At no point did the Sky representative state that I need to purchase and additional puck. I assumed that because you are adding this package and the only way for it to work is by having two pucks or you are paying for a service you cannot use. So I am confused as why the representative, who was very good and helpful, allowed me to include this service knowing I would not be able to use it unless I paid for another puck.
I was therefore a little annoyed when only one puck arrived today. I decided to place an order online as if I was a new customer to see if one could add the Whole Home without the need to purchase an additional puck and low and behold, the same thing. At no point in the ordering process does it states that in order to have the Whole Home service, you need to are required to purchase another puck.
I therefore called customer service for an explanation. They could not answer why I was able to complete the order without purchasing another puck but stated if I do want the Whole Home to work, then, yes, I would need to purchase the additional puck.
This is really poor by Sky to allow you to order something knowing that it will not work without a supplementary payment.
I therefore will have to now make a choice, either cancel the Whole Home or purchase the additonal puck.
I know the pucks aren't really being purchased but are instead loaned.
