topic Re: Unable to link account in Sky Glass

Unable to link account

Oakleyoliver123 — Sun, 16 Nov 2025 08:32:26 GMT

Over a week no help from sky other than factory reset just to be able to set up sky glass? Just keeps saying unable to link your account everytime
I have been on the phone time and time again with them they've now cancelled the old sky q box... no tv at all helpppp

Re: Unable to link account

caesarome — Sun, 16 Nov 2025 09:56:57 GMT

@Oakleyoliver123

You shouldn't have a Sky Q and Sky Glass both on your account so what do you have ?

Re: Unable to link account

Jporch316 — Sun, 16 Nov 2025 12:14:38 GMT

@Oakleyoliver123

When going through the activation process it can help to plug the device into your router with an Ethernet cable

once it's activated and running you can then remove the Ethernet cable and connect via WiFi

Re: Unable to link account

Oakleyoliver123 — Thu, 20 Nov 2025 21:02:12 GMT

Thanks all turns out it was a faulty tv so new one sent and old sent back..

they told me to carry on using old sky q box whilst I was resolving the sky glass issues but then turned that off!
all sorted now working great 😊

Re: Unable to link account

Elizabethjenkin — Sun, 22 Mar 2026 08:04:13 GMT

Been on to s ky for 3hours no help to link account after factory reset

Re: Unable to link account

Jporch316 — Sun, 22 Mar 2026 13:24:01 GMT

@Elizabethjenkin wrote:
Been on to s ky for 3hours no help to link account after factory reset

Hi @Elizabethjenkin

the general advice is against factory restoring the glass tv without having been prompted by sky as it can permanently unlink your tv from your account (as has happened in your case). From memory you will need to be transferred through to the correct department on Skys help team to be able to resolve this issue. I can escalate your post to the customer line help team if you wish ?