topic Re: Cant link Puck to my account. in Sky Stream

Cant link Puck to my account.

Kittyhugs — Sun, 07 Jan 2024 15:26:34 GMT

I have an activation code to link my account to my puck, however when I go online it and click on activate account, I get a error message.

It says 'Ooops there has been a problem' and asks me to call. Ive tried calling a few times and just keep being put on hold.

Very frustrating!

Re: Cant link Puck to my account.

Fothergill1 — Sun, 07 Jan 2024 22:00:41 GMT

@KittyhugsGetting the "Oops there's a problem” error message usually means that you are not signed into your My Sky account.

You must be logged into your account at https://www.sky.com/mysky and once logged in go to https://www.sky.com/productsettings/streaming-tv/activate where you can enter your activation code.

Good luck.

Re: Cant link Puck to my account.

Kittyhugs — Mon, 08 Jan 2024 12:05:28 GMT

Ive checked again .... the 'oops' message is still there and im definetly signed in.

Im having nothing but problems with Sky. Can someone please escalate this, so I can this issue resolved and actually watch TV (its been 2 days of trying to sort this and speak to someone) that im paying for!

Re: Cant link Puck to my account.

Exiled-in-HH — Mon, 08 Jan 2024 12:29:30 GMT

If you just want to watch Sky Subscription channels... you may have more luck with Sky''s budget service NOW TV which has far fewer access issues😉

Far more apps are available on other streaming devices and they also have far fewer access issues🤔

Re: Cant link Puck to my account.

Kittyhugs — Mon, 08 Jan 2024 15:18:50 GMT

@Fothergill1 can you please escalate this?

Re: Cant link Puck to my account.

Breandan — Mon, 08 Jan 2024 15:35:55 GMT

@Kittyhugs Did you previously have a Sky account number that is linked to your mysky login account?

If that is the case, this happened to me, and I discovered that my sky puck was linked to my previous sky account number (which is defunct). If you take a look at https://www.sky.com/productsettings/streaming-tv you should be able to see if your puck is listed there, and if it is the primary device (it should be listed and it should be primary). If it is there, but not the primary device, it may be because it is linked to a different sky account number, perhaps your old one.

To fix this, you can call support and ask them to remove the defunct account number from your mysky login account. If they tell you that you'll need another email address, that is not correct. Although you can use another email address if they ask you to and if you want to, they canfix the problem by removing the old sky account number from your mysky login account.

Once that is done (they may ask you to wait 24 hours for the change to take effect), you will need to reconnect to your wifi again to complete the link.

Re: Cant link Puck to my account.

Fothergill1 — Mon, 08 Jan 2024 16:37:04 GMT

@Kittyhugs

I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

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

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed. Note replies from Sky are not instant so you will need to regularly check the chat thread.

Re: Cant link Puck to my account.

Addie15 — Mon, 08 Jan 2024 16:42:00 GMT

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

Re: Cant link Puck to my account.

Addie15 — Thu, 11 Jan 2024 10:22:31 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Cant link Puck to my account.

Kittyhugs — Sat, 13 Jan 2024 15:16:01 GMT

@Breandan Thankyou, I did call on Tuesday and the guy I spoke to couldnt work out what the problem was. He said he would get someone with more knowledge to call me .... and here I am Saturday, still waiting for a call back and no TV for a week.

Im really disappointed with SKY, I wish Id never signed up with them!!!

Re: Cant link Puck to my account.

MarkGoldsmith — Sat, 13 Jan 2024 16:25:49 GMT

@Kittyhugs if looks like the Sky Messaging Team tried to reach out ( as per the above posts) but the chat closed as you didn't respond within 48 hours.

Would you like us to re-escalate to the Sky Messaging Team?

Re: Cant link Puck to my account.

Kittyhugs — Sat, 13 Jan 2024 16:45:37 GMT

@MarkGoldsmith Thank you, yes please.

I didnt respond because I spoke to someone on the phone but he couldnt rectify the problem and he said he was escalating it to someone with more knowledge.

He said theyd call back within 2 days but ive been waiting for a call back for 4 days now. I placed my order for Sky at the end of November, didnt recieve my Puck initially in the order and had to wait another week to get it sorted, went away over Christmas tried to use the Puck and it's not working and again, its taken over a week to sort out, so far!

Ive been paying for a service im not recieving and it seems no-one can sort it out.

Re: Cant link Puck to my account.

GD1 — Sat, 13 Jan 2024 17:09:43 GMT

@Kittyhugs To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Cant link Puck to my account.

Kittyhugs — Mon, 15 Jan 2024 15:10:25 GMT

@GD1 @MarkGoldsmith Im still waiting for someone to help.

Re: Cant link Puck to my account.

GD1 — Mon, 15 Jan 2024 15:43:38 GMT

@Kittyhugs To get you some help with this I have re-escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Cant link Puck to my account.

Lisa-P1987 — Mon, 15 Jan 2024 15:52:37 GMT

Hi there @Kittyhugs, the outcome of the last chat was that you needed to call the glass Tier 2 team to discuss this.

Re: Cant link Puck to my account.

Kittyhugs — Mon, 15 Jan 2024 16:21:47 GMT

@Lisa-P1987 Yes!!! I spoke with someone on the telephone regarding the puck on Tuesday, he was unable to sort the problem and told me he needed to get someone with more knowledge to call me by Thursday .... That was almost a week ago!!!!

Im sick off chasing for help from you. This is shocking customer service, I cant get help and when I do speak to someone, they cant sort the problem out and fob me off with no follow up.

Ive had noTV for nearly 2 weeks now.

Im absolutely at the end of my tether now .... I want to cancel!!

No one seems able or prepared to help me, Im sick of begging for help, Being put on hold for ages and being fobbed off. Ive never expereienced anything like this .... I should be able to plug the the bloody thing in and watch TV. I cant even see my account properly because its limiting my access.

Ive had a super user say they should be able to scrap the account and create a new account ... so why has no done this for me?

IM DONE!!!

Im contactong CISAS for advice.

Re: Cant link Puck to my account.

Kittyhugs — Thu, 18 Jan 2024 13:39:59 GMT

And still no one is reaching out to offer help!!

2 months since I placed my order and still no sky TV, no help on here and no one can help on the phone and no one follows up calls.

Re: Cant link Puck to my account.

MarkGoldsmith — Thu, 18 Jan 2024 14:25:31 GMT

All you can do is keep calling the Glass Tier 2 Team as suggested by the Sky Messaging Team.

alternatively if you aren't happy raise a complaint with Sky via the official complaints process.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Cant link Puck to my account.

Crayden — Thu, 15 Feb 2024 15:34:18 GMT

I had the same problem, the solution for me was that I was logging into my Sky account with my secondary email. This only provides medium access resulting in "Oops there has been a problem" when "sky.com/activate" is used in the address bar or a link.

You need to log in to your Sky account with your primary email linked to that account for full access if you don't know what it is Sky customer services can tell you your primary email linked to your account or the email linked to your account for full access. I hope this helps.