topic Re: Sky puck not linking to my account in Sky Stream

Sky puck not linking to my account

alowes — Thu, 05 Dec 2024 22:03:59 GMT

I have recently got sky stream with 6 pucks. Had a load of hassle due to them not cancelling my sky q and that causing issues with my account and charging me for both. The first 3 pucks were not linked to my account but I set them up with the activate code although one went funny and I did a factory reset but couldn't get it to relink. That was when sky discovered they had messed up my order. They couldn't get it working so replaced it. My next lot of 3 pucks arrived all linked to my account. However tonight I was trying to link the remote to my soundbar and managed to mess up the controlling the TV volume. I couldn't get it to work so did a factory reset. Now it won't link to my account. My account shows that puck already linked but I put the activate code in. On the website it says it is linked but on the to nothing happens. I have spent hours on the phone so far sorting things out and not getting callbacks that were promised. I hope someone on here can help or I will have to ring again tomorrow.

Re: Sky puck not linking to my account

mikealanr — Fri, 06 Dec 2024 09:47:17 GMT

Hi @alowes

Unfortunately we are fellow subscribers here on the forum. Generally the advice isn't reset glass or puck without speaking to Sky as issues can occur. You could have unpaired and re-paired the remote with out resetting.

As per Sky's advice: https://www.sky.com/help/articles/your-devices-sky-glass

"Want to remove a Streaming TV device from your account? You'll need to get in touch with us to do this"

I know yours is showing as linked, but you could try the steps here: https://www.sky.com/help/articles/setting-up-sky-glass-link-your-account

Failing that it Sky intervention required.

Hope you get sorted!

MikeAlanR

Re: Sky puck not linking to my account

alowes — Sun, 08 Dec 2024 19:40:25 GMT

I spoke to sky and they couldn't fix it. Sent a replacement puck out. It sounds a common issue. You would think they would sort out being able to link a puck to an account in the background.