topic Re: Factory reset and no Sky service in Archive

Factory reset and no Sky service

tavare149 — Fri, 26 Nov 2021 14:07:00 GMT

Factory reset.

I did a factory reset on my Sky Glass tv and now can't link to my account. This is because my primary tv is the wrong one. I initially was going to get a replacement as I had been having a lot of issues, then that was cancelled. However, Sky still think it's being delivered and the 'new one' is now my primary tv even though I don't have it, the delivery date has now passed. I still have my existing one. As this is not showing as the primary tv I can't link it now and it may take up to 72 hours to resolve. So currently my Sky Gkass tv is not working. It has just been one thing after another with this service.

Re: Factory reset and no Sky service

SDR — Fri, 26 Nov 2021 14:19:05 GMT

@tavare149 wrote:

Factory reset.

I did a factory reset on my Sky Glass tv and now can't link to my account. This is because my primary tv is the wrong one. I initially was going to get a replacement as I had been having a lot of issues, then that was cancelled. However, Sky still think it's being delivered and the 'new one' is now my primary tv even though I don't have it, the delivery date has now passed. I still have my existing one. As this is not showing as the primary tv I can't link it now and it may take up to 72 hours to resolve. So currently my Sky Gkass tv is not working. It has just been one thing after another with this service.

I have escalated this for you I'm not sure if the team can deal with it but if they can they'll be I touch via blue button chat here

Re: Factory reset and no Sky service

Lisa-P1987 — Fri, 26 Nov 2021 14:23:31 GMT

Hi there @tavare149 you say the issue may take 72 hours, is this because the team sent off a form?

Re: Factory reset and no Sky service

tavare149 — Fri, 26 Nov 2021 14:35:53 GMT

Yes, I've just had a call from someone and it's being escalated again. Hoping to resolved asap.

Re: Factory reset and no Sky service

tavare149 — Sat, 27 Nov 2021 13:33:59 GMT

Hi @Lisa-P1987 , still no luck with my Sky Glass main tv. I phoned this morning and was told my request to have the tv I do not have had been approved for removal but still showing as my primary tv. So cannot watch any Sky on the main Sky Glass tv. How long does it take to remove an order that did not take place and was cancelled two weeks ago?

Re: Factory reset and no Sky service

Totalwar2 — Sat, 27 Nov 2021 17:37:06 GMT

Who knows I been waiting 5 weeks and still can't get Sky Q back.

Re: Factory reset and no Sky service

Lisa-P1987 — Mon, 29 Nov 2021 09:59:40 GMT

Unfortunately our community team doesn't work in that specialised tier 2 glass team so we do not know any of their processes. For any updates you are best off calling them.

Re: Factory reset and no Sky service

Rand1,199 — Mon, 20 Dec 2021 11:35:43 GMT

I'm in the same boat, our initial stand came damaged, couldn't just have a replacement stand so had to have the tv as well \_(ツ)_/¯

new tv arrived with wrong stand. Kept our old tv and stand and said we will just wait to have a stand in the correct colour.
process say if it's going back factory reset now we can't use or original tv as the serial number of the new tv has been linked to our account and we can't reactive the old tv until Panther contact sky. Don't have a spare tv Ariel cable at the moment so no tv or puck working. Could be 4 days for Panther to contact sky so in less than a week we could potential have had 3 sky glass tv's

Re: Factory reset and no Sky service

fizzdisco — Mon, 20 Dec 2021 12:00:16 GMT

@Rand1,199 wrote:
I'm in the same boat, our initial stand came damaged, couldn't just have a replacement stand so had to have the tv as well \_(ツ)_/¯
new tv arrived with wrong stand. Kept our old tv and stand and said we will just wait to have a stand in the correct colour.
process say if it's going back factory reset now we can't use or original tv as the serial number of the new tv has been linked to our account and we can't reactive the old tv until Panther contact sky. Don't have a spare tv Ariel cable at the moment so no tv or puck working. Could be 4 days for Panther to contact sky so in less than a week we could potential have had 3 sky glass tv's

What an absolute farce. I hope that once/if you get a working Glass TV, Sky will be compensating you handsomely for the inconvenience.

Re: Factory reset and no Sky service

Rand1,199 — Mon, 20 Dec 2021 12:22:33 GMT

Hopefully frustrating as we have paid for cinema so we can watch Christmas files with our daughter and have a good Christmas Eve with our Christmas Eve box new pjs movie night etc and its difficult. Plus all the latest on the covid situation if we miss a notification on social media about any updates its difficult. I understand there are more important things to worry about but you would have thought if you can activate it through the internet there must be a way to reset things on the account and start again but seems the processes are not all there plus a lack of testing in these scenarios it seems. I understand it's a new product and staff still need to get upto speed but it's becoming a very expensive issue when it shouldn't be

Re: Factory reset and no Sky service

TimmyBGood — Mon, 20 Dec 2021 13:30:40 GMT

@Rand1,199 wrote:

Don't have a spare tv Ariel cable at the moment so no tv or puck working.

If you're in an area with a strong Freeview signal, next-day delivery of an internal antenna might be worth considering: I've just bought a very dinky little unit made of machined aluminium for £10 to have as a fallback if both FTTP and EE cellular failover (via BT Halo+) became unavailable.