topic Re: Sky puck no activating in Sky Stream

Sky puck no activating

EyebrowsMaster — Thu, 25 Jan 2024 12:44:30 GMT

Hi all, I have just signed up to sky TV and they have sent me a sky puck. I have plugged it all in and connected to my internet but everytime it tries to activate it says 'We're unable to link you account' I have tried this on two separate days and it's coming up with the same message. I have followed lots of different sky community post troubleshooting methods on this same problem but to no avail. Does anyone else possibly know what's happening? Thanks

Re: Sky puck no activating

MarkGoldsmith — Thu, 25 Jan 2024 12:46:52 GMT

@EyebrowsMaster You have said you have tried suggestions on other posts. What exactly have you already tried?

Re: Sky puck no activating

EyebrowsMaster — Thu, 25 Jan 2024 12:48:32 GMT

I have tried resetting it, putting it into update mode or something like that. And it's still coming up with the same message.

Re: Sky puck no activating

Fothergill1 — Thu, 25 Jan 2024 13:25:07 GMT

@EyebrowsMaster

Just in case you are not aware you must be signed into your My Sky account at

https://www.sky.com/mysky

Also, You must be using the same email address registered with your Sky Account.

The following link is to a setup guide might also help:

https://www.sky.com/help/articles/setting-up-sky-glass-help

Re: Sky puck no activating

EyebrowsMaster — Thu, 25 Jan 2024 13:32:55 GMT

I am indeed signed into mysky and with the same email address.

Re: Sky puck no activating

Fothergill1 — Thu, 25 Jan 2024 13:55:02 GMT

@EyebrowsMaster It was worth checking as these 2 parts of the procedure are often overlooked. Wait to see if @MarkGoldsmith comes up with any useful suggestions (he usually does) but if not I suspect you will need to call Sky for their input.

Re: Sky puck no activating

EyebrowsMaster — Thu, 25 Jan 2024 18:08:48 GMT

@Fothergill1 Just to clarify on your comment earlier. You mention being 'signed in' to the account that I signed up to sky for. Looking at other videos of people setting up their sky pucks, they get some type of activation code? I'm not getting that, I just get to 'checking status' after I have setup my remote and then that's when it says it won't activate.

Re: Sky puck no activating

Fothergill1 — Thu, 25 Jan 2024 18:28:21 GMT

@EyebrowsMasterIn order to activate Sky Glass or a Stream puck you need to sign into your My Sky account at https://www.sky.com/mysky using your login and password.

Once signed in go to https://www.sky.com/productsettings/streaming-tv/activate This is where you can enter your activation code that appeared on your screen during setup.

I hope this helps. Good luck 🤞

Re: Sky puck no activating

EyebrowsMaster — Thu, 25 Jan 2024 18:31:57 GMT

Yeah that's the issue, I'm not receiving an activation code on my screen during setup 😭

Re: Sky puck no activating

Fothergill1 — Thu, 25 Jan 2024 18:39:05 GMT

@EyebrowsMaster wrote:
Yeah that's the issue, I'm not receiving an activation code on my screen during setup 😭

@EyebrowsMaster In that case I would reset the puck and start again but if this doesn't work then give Sky a call for their assistance. To reset the puck do as follows:

On your Sky remote, press 4 and 6 together for three seconds. This will reset your remote.
Switch off the Sky Stream puck at the mains plug socket. There's no need to unplug it.
Press and hold the Standby button on the bottom of the Sky Stream puck.
Keeping your finger on the button (underneath the puck), switch the power back on at the mains and wait until you see the LED lights flash amber then green, then remove your finger.
Let the Sky Stream puck complete the recovery process. This can take a while up to 15 minutes, depending on your broadband speed.
Switch the Sky Stream puck back on and follow the on screen steps to set it up

Fingers crossed for you

Re: Sky puck no activating

MarkGoldsmith — Thu, 25 Jan 2024 19:22:33 GMT

Indeed the reset is the best thing to try.

you should see a screen as part of the setup that has quite a number on one side of the screen which is the activation code and a large QR code on the other. If you scan the QR code it should take to directly to the url to enter the activation code and should prompt you to login to your Sky ID if you don't have an active session on your browser.

Re: Sky puck no activating

cookie91 — Fri, 26 Jan 2024 14:39:08 GMT

I am having htis problem too. I have recently added an extra puck as part of multiroom, it has now put my original puck into this state.

The new puck is also stuck on 'checking your status'.

Sky replaced the hardware, but I still have the issues. The strange thing is the original puck was working perfectly until I ordered multiroom, at which time I lost access to most things - I attempted a factory reset and then got stuck in this loop.

Re: Sky puck no activating

MarkGoldsmith — Fri, 26 Jan 2024 14:49:17 GMT

So if you did a factory reset not at the instruction of Sky - this can happen . You will need to phone Sky as they need to essentially unlink the puck from your account in the backend so that you can relink it via the puck.

Re: Sky puck no activating

cookie91 — Fri, 26 Jan 2024 15:24:40 GMT

I've spent over 2 hours on the phone with them and its still not resolved unfortunately. They're baffled as to the problem.

Re: Sky puck no activating

MarkGoldsmith — Fri, 26 Jan 2024 17:59:55 GMT

@cookie91 wrote:
I've spent over 2 hours on the phone with them and its still not resolved unfortunately. They're baffled as to the problem.

They shouldn't be confused at all really as this is quite common when a user has done a factory reset. It's the reason Sky suggest not doing a factory reset unless instructed by them as if you get into this issue they can fix it their and then over the phone.

you may be better phoning at a different time and hoping you get put through perhaps to someone more experienced who may know what to do to fix it.

Re: Sky puck no activating

Exiled-in-HH — Sat, 27 Jan 2024 07:05:02 GMT

@cookie91 was your issue escalated or were talking to only one Sky CSs agent for the entire 2 hours?

Re: Sky puck no activating

cookie91 — Sat, 27 Jan 2024 09:22:45 GMT

It was 1 advisor. She sent off something to the "back office" team to look at and said she will update me on Monday.

I then rang back and spoke to another advisor yesterday when my replacement puck came, which should have been plug and play. That call was about half an hour with no success. In fairness; the second advisor seemed to be much more knowledgeable and said he'd had a few of these queries the last few days.

But still, nothing worked and it still has the same message on both pucks. He has left it for the original advisor and relevant team to work on, but I've been without telly for about a week now.

Those saying I shouldn't factory reset without speaking with Sky, it doesn't say that anywhere. I'd already lost access to all channels (an error telling me I didnt have a subscription, or similar) so it didn't really hurt anything by doing a reset. I'm in no worse situation than I was.

Re: Sky puck no activating

PSC133 — Sat, 27 Jan 2024 10:20:04 GMT

"Those saying I shouldn't factory reset without speaking with Sky, it doesn't say that anywhere. I'd already lost access to all channels (an error telling me I didnt have a subscription, or similar) so it didn't really hurt anything by doing a reset. I'm in no worse situation than I was."

You are correct. There is nothing to stop you performing a full factory reset.
I am sure that the majority of resets are performed without issue, but for the unfortunate few who are unable to re-link the puck to their account after the reset it can result in a long delay before the Sky back office team get involved to sort out the problem.

A solution would be to hide the reset in a hidden menu or at least have a warning on screen that the reset should only be performed under the guidance of customer services.

Re: Sky puck no activating

Exiled-in-HH — Sat, 27 Jan 2024 10:52:49 GMT

Pucks that are returned to Sky should be reset before return ... hence why the option is easy to access😉

New customers pay a set-up fee... do Sky check whether Pucks have been reset as part of the set-up before despatch🤔

Re: Sky puck no activating

EyebrowsMaster — Wed, 21 Feb 2024 17:26:08 GMT

Sorry about the late update guys. But I was able to fully set it up after I reset it! Thanks for the help 🙂