topic Re: Help! - Selling Sky Glass in Sky Glass

Help! - Selling Sky Glass

jimjam3049 — Wed, 28 May 2025 12:24:51 GMT

Help please!

I sold my Sky Glass TV back in April via Facebook Marketplace. It was fully paid off so not under contract.

Before selling, I performed a full reset using the Factory Reset option under Settings on the Sky Glass. The TV was on the Set up page when I sold it.

I have retained a Sky Stream puck and my full subscription.

Sky contacted me to say I'm using this Sky Glass tv outside of my home address, and they are going to charge me £26 a month.

I called them to say I'd sold it and they said the buyer is using my subscription!! I do not know how this is even possible when I used the Factory Reset option. I also don't believe this is malicious or fradulent from the buyer, but I may be wrong.

Sky tried to deregister the device from my account via their "back office" team, but apparently they can only do that if it's Lost or Stolen which is not the case here. I had already told Sky that I sold it (which I believe I was perfectly within my rights to do).

I don't know what to do now. Sky are suggesting I contact the buyer to ask them to perform another factory reset, which I will try, but to be honest it's not their problem to solve.

Shouldn't Sky be able to deregister the device as my Primary device and remove it from my account and that should be the end of it?

Thanks.

Re: Help! - Selling Sky Glass

Anonymous — Wed, 28 May 2025 13:00:07 GMT

@jimjam3049 You would think so. Do you have any proof of sale you could email them like a bank statement or PayPal receipt in case your buyer won't help?

I sold my Gen One at the end of March and did a factory reset like you. My buyer then set it up at their address and my TV was deactivated from my account once they activated it. All I can think of is that for some reason the factory reset didn't complete as it should but it seems like you waited for the set up process to appear after reset, as I did with mine.

Re: Help! - Selling Sky Glass

jimjam3049 — Wed, 28 May 2025 13:08:41 GMT

@Anonymous Thanks for the quick response.

It was a cash sale, so I don't have proof I sold it, but Sky are not really challenging the sale, just telling me it's not possible to deregister the Sky Glass from my account...

Reading other threads online, it seems to imply when the new user sets up the Sky Glass with their own Sky subscription then it should de-register from mine and re-register to theirs. I think in this case, the buyer wanted to use the TV with a gaming console via HDMI so possible they do not even have a Sky Subscription. Which also seems fine and feasible based on Sky's own web page: Sky Glass or Sky Stream without a Sky TV subscription | Sky Help | Sky.com | Sky Help | Sky.com

I don't know for sure if the reset happened correctly but I know I followed the on-screen instructructions and the tv was definitely on the very first setup page. From memory, I think that was the "Let's get you connected" screen.

I'm at a bit of a loss other than to call Sky again and see if a different agent can find a solution or refer it to a technical team.

Re: Help! - Selling Sky Glass

SKY1992bf — Wed, 28 May 2025 13:16:48 GMT

@jimjam3049 I've flagged this to sky in the closed area to see if they can offer any assistance

I'll let you know if I hear anything

Re: Help! - Selling Sky Glass

jimjam3049 — Wed, 28 May 2025 13:42:14 GMT

Ah, thank you!

Re: Help! - Selling Sky Glass

SKY1992bf — Wed, 28 May 2025 13:54:00 GMT

@jimjam3049 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

Re: Help! - Selling Sky Glass

Addie15 — Wed, 28 May 2025 14:36:22 GMT

Hi there! Thank you for escalating this. We have sent an invite to @jimjam3049.

Re: Help! - Selling Sky Glass

jimjam3049 — Wed, 28 May 2025 16:37:47 GMT

@SKY1992bf Thank you so much

Re: Help! - Selling Sky Glass

oj01 — Thu, 29 May 2025 06:40:30 GMT

@jimjam3049 Presumably you cancelled the Whole Home subscription (assuming you only have one puck) and made the puck your primary device?

Re: Help! - Selling Sky Glass

82bit — Thu, 29 May 2025 07:25:53 GMT

De-registering it in MySky should be the easiest option. Product Settings > Device Management > Manage [specific] Device > Remove Device

Re: Help! - Selling Sky Glass

jimjam3049 — Thu, 29 May 2025 08:45:36 GMT

Hi, thanks for your response.

I have 2 pucks. Sky can't seem to make either puck the primary device, it defaults to the Sky Glass.

Re: Help! - Selling Sky Glass

jimjam3049 — Thu, 29 May 2025 08:46:54 GMT

@oj01

Hi, thanks for your response.

I have 2 pucks. Sky can't seem to make either puck the primary device, it defaults to the Sky Glass.

Re: Help! - Selling Sky Glass

jimjam3049 — Thu, 29 May 2025 08:51:35 GMT

Thanks @82bit

When I get to the > Device Management page, I only have the > Manage (specific) Device option on the 2 pucks I have.

The Sky Glass is listed as the Primary device and does not have the > Manage Device option available against it.

Re: Help! - Selling Sky Glass

82bit — Thu, 29 May 2025 08:57:30 GMT

Bummer. Sounds like you're unable to change the primary device - you can only do this once per month, and you can't de-register the primary device (in this case the Glass TV). This is something only Sky can sort out at their backend. Hopefully they'll rectify this for you soon.

Re: Help! - Selling Sky Glass

SKY1992bf — Thu, 29 May 2025 09:45:42 GMT

@jimjam3049 Have you spoken to sky yet via the private message link that was sent to you yesterday?

Sky has confirmed that it's a issue that requires back office assistance, so you need to engage with the chat to get the ball rolling on this

Re: Help! - Selling Sky Glass

jimjam3049 — Thu, 29 May 2025 11:22:32 GMT

@SKY1992bf

Thanks, yes I have, we are trading messages back and forth.

Their solutions so far:

1 - contact the buyer and ask them to factory reset again. The buyer kindly did that yesterday evening, but so far I don't believe that has affected anything. The Sky Glass TV is still on my account as the primary device.

2 - cancel my whole Sky subscription and start again. I am reluctant to do this as it feels like cracking a nut with a sledgehammer. I'm under contract for some pieces, I would apparently need to start with a different email, plus I may lose my Diamond status.

I am messaging them again today to ask again if there is a technical way to deregister the Glass TV and make one of my pucks the primary device. I obviously an not a Sky expert, but it does not seem plausible to me that it is impossible to do that.

Re: Help! - Selling Sky Glass

Jporch316 — Thu, 29 May 2025 12:06:51 GMT

@jimjam3049 wrote:
@SKY1992bf

Thanks, yes I have, we are trading messages back and forth.

Their solutions so far:
1 - contact the buyer and ask them to factory reset again. The buyer kindly did that yesterday evening, but so far I don't believe that has affected anything. The Sky Glass TV is still on my account as the primary device.
2 - cancel my whole Sky subscription and start again. I am reluctant to do this as it feels like cracking a nut with a sledgehammer. I'm under contract for some pieces, I would apparently need to start with a different email, plus I may lose my Diamond status.

I am messaging them again today to ask again if there is a technical way to deregister the Glass TV and make one of my pucks the primary device. I obviously an not a Sky expert, but it does not seem plausible to me that it is impossible to do that.

I think you maybe better served calling into sky and speaking to tech support. I have no doubt they have the capability to remove your glass tv from your account .

Re: Help! - Selling Sky Glass

SKY1992bf — Thu, 29 May 2025 12:51:10 GMT

@jimjam3049

If you have more than one Glass, then you can only set the other as a primary. If you don't, you would need to set one of the pucks as a primary and then remove the glass, you should be able to this on the link below

https://www.sky.com/productsettings/streaming-tv

post back if you're still having issues

Re: Help! - Selling Sky Glass

jimjam3049 — Thu, 29 May 2025 13:20:56 GMT

@SKY1992bf

Thanks, at that link, I had a Sky Glass TV as the primary and 2 pucks also listed, but i could not change the Primary device, there was no option to do so.

In any case, the private chat with Sky has now solved this. Whomever I was talking with was able to deregister the glass at their end and make one of the pucks the primary device, so now solved. I just had to persevere as originally when I called Sky yesterday they told me what I was asking wasn't possible.

I will post separately as well that this is resolved.

Re: Help! - Selling Sky Glass

SKY1992bf — Thu, 29 May 2025 13:23:02 GMT

@jimjam3049 wrote:
@SKY1992bf

Thanks, at that link, I had a Sky Glass TV as the primary and 2 pucks also listed, but i could not change the Primary device, there was no option to do so.

In any case, the private chat with Sky has now solved this. Whomever I was talking with was able to deregister the glass at their end and make one of the pucks the primary device, so now solved. I just had to persevere as originally when I called Sky yesterday they told me what I was asking wasn't possible.

I will post separately as well that this is resolved.

@jimjam3049 excellent, glad you got it resolved