topic Re: Unable to link my account to Sky Glass in Sky Glass

Unable to link my account to Sky Glass

J_rose82 — Wed, 06 Aug 2025 11:54:58 GMT

I recieved my new sky glass air on saturday and i’m still unable to link my sky account to the tv. I chose sky ultimate tv and i am unable to access the channels that i will be paying for. I have tried the online tutorials by fully factory resetting my tv six times now and my account still will not link to the tv. I reached out to Sky on saturday and was told that my TV subscription was cancelled even though it hasn’t even been activated.

Just wondering if anyone has any further solutions?

Re: Unable to link my account to Sky Glass

Jporch316 — Wed, 06 Aug 2025 12:01:06 GMT

@J_rose82 wrote:
I recieved my new sky glass air on saturday and i’m still unable to link my sky account to the tv. I chose sky ultimate tv and i am unable to access the channels that i will be paying for. I have tried the online tutorials by fully factory resetting my tv six times now and my account still will not link to the tv. I reached out to Sky on saturday and was told that my TV subscription was cancelled even though it hasn’t even been activated.

Just wondering if anyone has any further solutions?

You will need to call sky to get an active subscription or the tv won't activate

Re: Unable to link my account to Sky Glass

J_rose82 — Wed, 06 Aug 2025 12:07:33 GMT

I purchased sky ultimate tv with the TV. It's not yet activated.

Re: Unable to link my account to Sky Glass

MarkGoldsmith — Wed, 06 Aug 2025 12:12:18 GMT

@J_rose82 wrote:
I purchased sky ultimate tv with the TV. It's not yet activated.

Yes but if what you were told on the phone is true then the reason you can't activate the subscription is because it's been cancelled for some reason and therefore you would have nothing to activate.

What error are you getting when you try to activate?

Re: Unable to link my account to Sky Glass

Jporch316 — Wed, 06 Aug 2025 12:12:45 GMT

Hi @J_rose82

you mentioned that your subscription was cancelled ?

the tv will only activate if you have a subscription. You need to call sky to get the subscription active. Then when you go through the glass setup process it will recognise your subscription and the tv will activate

Re: Unable to link my account to Sky Glass

J_rose82 — Wed, 06 Aug 2025 13:16:35 GMT

@Jporch316

How can it be cancelled when it hasn't even been activated? Do i have to call sky up for them to manually activate it themselves?

Re: Unable to link my account to Sky Glass

Jporch316 — Wed, 06 Aug 2025 14:38:19 GMT

Hi @J_rose82

There's two totally separate factors here

1. sky tv subscription (in essence your tv package)

2. activate glass tv

you cannot activate a glass tv without having a live sky tv subscription

when you order glass tv sky automatically start your sky tv subscription.

when your glass tv gets delivered your subscription should have been live and this would have allowed you to activate the glass tv

reading your first post it seems as if sky either did not activate your sky tv subscription or mistakenly cancelled it which means you will have to call them to reactive your subscription to sky tv

once this has been done you will then be able to activate the glass tv

Re: Unable to link my account to Sky Glass

Dazzasky — Wed, 06 Aug 2025 17:07:32 GMT

@J_rose82 wrote:
@Jporch316

How can it be cancelled when it hasn't even been activated? Do i have to call sky up for them to manually activate it themselves?

When you was on the phone to Sky, why didn't they help you activate it, what did they say? @J_rose82

Re: Unable to link my account to Sky Glass

peter-marlow+1966 — Thu, 07 Aug 2025 10:55:15 GMT

J_rose82

You said you have done factory reset 6 times,,were you talking to a sky advisor when you did this as if will have removed your account details from the tv and will not activate you need to call sky about this