Whole Home /Sky Stream Puck delivery

[Byron9959]

Hi everybody,

've agreed a package with Sky - Sky Broadband, Telephone Bundle, Sky Stream (Sky Essentials).  As part of the deal I also agreed the addition of Whole Home, but I only need the 1 additional Puck which comes free.

I a little confused by their delivery tracking and hope somebody cam clear it up.

So far, on My Products page it says -

Sky Essential - Already Yours

Whole Home - Already Yours

Sky Stream Puck - Already Yours. 

Then on the My Orders page it says -

Sky Stream Puck - delivered

Sky Full Fiber Gigafast - activation due

Sky Max Hub delivery - awaiting dispatch

Activate Sky Streaming - activation due

My agreed activation date is 22/07.

Here is where i am confused. Today I recieved delivery of one Sky Stream Tv Puck, when after agreeing Sky Whole Home, I was expecting two.  Am I wrong in assuming that both Pucks I expected would be delivered together?  Will they be delivered seperaltey! Does/will another Puck come bundeled withe the Sky Max Router? Have Sky dropped the ball and messed up the order? Should I be contacting Sky about this before the 22/07?

Greatful for any assistance or advice.

Manythanks,

Tom.

[Angel_Aka]

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@Byron9959 wrote:

Hi everybody,

've agreed a package with Sky - Sky Broadband, Telephone Bundle, Sky Stream (Sky Essentials).  As part of the deal I also agreed the addition of Whole Home, but I only need the 1 additional Puck which comes free.

I a little confused by their delivery tracking and hope somebody cam clear it up.

So far, on My Products page it says -

Sky Essential - Already Yours

Whole Home - Already Yours

Sky Stream Puck - Already Yours. 

Then on the My Orders page it says -

Sky Stream Puck - delivered

Sky Full Fiber Gigafast - activation due

Sky Max Hub delivery - awaiting dispatch

Activate Sky Streaming - activation due

My agreed activation date is 22/07.

Here is where i am confused. Today I recieved delivery of one Sky Stream Tv Puck, when after agreeing Sky Whole Home, I was expecting two.  Am I wrong in assuming that both Pucks I expected would be delivered together?  Will they be delivered seperaltey! Does/will another Puck come bundeled withe the Sky Max Router? Have Sky dropped the ball and messed up the order? Should I be contacting Sky about this before the 22/07?

Greatful for any assistance or advice.

Manythanks,

Tom.

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Adding the Whole Home subscription to your package does not automatically include a second puck - you need to actually add it to your order. Give Sky a call and they should hopefully be able to amend your order. 

[lettice]

If your order shows no second puck, then one was not ordered.

You do need the Whole Home package if you want to watch different shows on different TVs at the same time on up to six Sky Stream pucks and three Sky Glass TVs.

But, you can order the  Whole Home package with one puck to get some extra Sky Go offerings;

Whole Home customers can stream Sky Go on four devices at a time – up to three using Sky Go and one using either the Sky Sports app or website.

Plus, it allows you to watch Sky Go on a gaming console.

Once your first puck is activated, you will be able to order another puck from your MySky account online or via the MySky app.

That additional puck will though incur a one off charge of £39.95.

[GD1]

@Byron9959  Unless you actually ordered 2 stream pucks Whole Home won't trigger an additional puck as selecting Whole Home would not know how many additional pucks you need since you can have up to 6 pucks under Whole Home.

[Angel_Aka]

@Byron9959 

The key thing when you speak to Sky is to try and avoid them charging you the £39.95 'activation fee' for the additional puck which should have been included with Whole Home. The first additional puck is normally loaned free of charge when first adding the Whole Home subscription (which you have already done.) 

I've just checked on the website and when you add Whole Home to a new Sky Stream order, it does automatically include the 1 extra puck with no activation fee, so you should absolutely be entitled to one additional puck at no charge. 

[Byron9959]

Thanks to every body for your replys.

@Angel_Aka 

So,

I agreed to sky Stream and thought that came with a Puck

I agreed Whole Home with 1 Puck

So I was expecting 2 Pucks

But, from what you guys are saying, it would appear I have agreed Whole Home with no Puck.  Not sure why I would agree to pay for it and not be able to use it? Or am I missing a trick here? Does Whole Home work without a Puck? Do I need a puck fro each TV?

Sorry to keep the discussion going

Many Thanks,

Tom.

[Byron9959]

Time to speak to Sky

[TimmyBGood]

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@Byron9959 wrote:

But, from what you guys are saying, it would appear I have agreed Whole Home with no Puck.  Not sure why I would agree to pay for it and not be able to use it? 

Because some customers use the Sky Go app on Apple TV boxes and/or games consoles outputting to television sets over HDMI, which requires Whole Home

Does Whole Home work without a Puck?

See above

Do I need a puck fro each TV?

Yes, unless the above choice of hardware applies

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[Byron9959]

Ah, the murk begins to clear.

But, I did state to the agent I would take Whole Home if I was provided with an additional Puck for free. And, I thought they were agreeing to this. I will need to clarify this.

Please, can someone tell me what is the best number to contact them on for this query 

Many thanks,

Tom.

[GD1]

@Byron9959  These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[Byron9959]

Hi everybody, 

Thanks again for your help. 

Got through very quickly to an agent - a real person. They were very helpful and helped me get things sorted. 

Seems I've miss understood.

You can purchase either Streaming TV,or Whole Home or even both. But, you sure as hell ain't getting 2 pucks for free.🤣. Should have known better.

If my transfer from ee to sky goes smoothly, I'll be happy. If not I'll be be back here 🤣

Many thanks to all,

Tom.