topic Re: Sky Puck agony - impossible labyrinth in Sky Stream

Sky Puck agony - impossible labyrinth

Anonymous — Fri, 04 Apr 2025 23:14:50 GMT

I see that I am no special here with issues on getting these pucks to work.

Received my Sky Stream Puck few days ago and I still haven't managed to set it up.

It was getting stuck on the update for days, I tried via WiFi I tried Ethernet, would not go past "Connecting...", my phone next to the Puck would test 700Mbps speeds (so it's not a WiFi issue).

It finally liked the taste of my mobile WiFi Hotspot and managed to complete the Software Update after 5-6 times restarting, turning off at mains, holding the power button, turning on at mains, etc. etc.

I decided to feed it sweet hotspot milk for now, until it grows and matures and becomes ready for the real world and my 1Gbps Vodafone broadband WiFi.

Today we reached the toddler stage, remote paired with Puck and TV (countless times, because each time you reset you've to do it again), activated the device (activating via sky.com/active never works the first time, even though you get the message "Your device has been added to your account successfully", nothing happens on the TV, until the code refreshes after few minutes and then you activate again). Gone thorugh all these steps (better call them issues), but my toddler now keeps saying NO to the PIN, NO and NO and NO, no matter what I try.

I haven't changed the PIN, it's last 4 digits of my phone number, but it doesn't work. It doesn't even register an attempt, no matter how many times I enter it, it stays at "0 of 3 attempts" and just deletes the numbers I entered. If I try "Forgot my PIN", it asks for the last 4 digits of my card used to pay for Sky Stream, here I get locked out after 3 attempts, digits on my card are not working. I'm starting to think someone else is paying for it because I'm certainly getting no service.

This is where I'm stuck at with my toddler for now.

Please don't tell me to turn the Puck of at mains, because I'll go and turn my whole house off for 2 minutes and see if this helps (it doesn't).

(No, I haven't realyy tried that, but I'm tempted!!!)

Can someone from Sky fix PIN issues on their side? Or am I left on my own, following the self-help guides, hoping my toddler outgrows the NO phase one day. I have seen some people commenting to not enter the PIN, but what do you do instaed? Because I'm just after activating the device, so restarting it just gets me back to the same steps and the PIN again.

Message/feedback to Sky and Heaven employees: please fix the issues with the Puck, it should be such a simple straight forward service for the consumers, these setup issues are leaving really unprofessional rep to the company, I am half way to giving up and returning the device, but still hoping it will work ok once setup issues are the thing of the past. Sky's past reputation is making me stick with it and keep trying, but it's definitely fast deteriorating.

Re: Sky Puck agony - impossible labyrinth

GD1 — Sat, 05 Apr 2025 07:48:04 GMT

@Anonymous Have you tried resetting your pin? https://www.sky.com/help/articles/your-sky-glass-pin

Re: Sky Puck agony - impossible labyrinth

JWestLondon — Sat, 05 Apr 2025 08:40:34 GMT

I had the samePIN issue a couple of months ago. I had tried a full reset of the puck as described on a sky help page without realising that would take it back to factory settings and needed a complete reset/reregistration. Everything went well until the software absolutely refused to accept the PIN number that I knew was correct and I had not changed it .

Got through to a Sky customer service agent in Manchester who was absolutely brilliant. Took me through the whole lengthy process again but at the PIN input screen said to turn the puck off at the plug, wait 3(?) minutes , turn it on again and it will come back on to the PIN screen and accept the PIN.. He did say it might not work😟 and I might need a new puck. Fortunately it did work 😁. Given the doubt you might not want to try this without being on the phone to a customer advisor though!!! So far it seems to have worked.

Try it at your own risk!

Re: Sky Puck agony - impossible labyrinth

Tom-W19 — Mon, 07 Apr 2025 10:50:44 GMT

Hi @Anonymous

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Puck agony - impossible labyrinth

Anonymous — Tue, 08 Apr 2025 13:41:13 GMT

Hello @Tom-W19,

Today I can't continue the chat with Sky support, the icon in the bottom left has disappeared. Can you reenable to chat button please, we were in the middle of discussion and had to drop of yesterday evening and was planning to continue today.

Re: Sky Puck agony - impossible labyrinth

Tom-W19 — Tue, 08 Apr 2025 13:44:00 GMT

Hi @Anonymous

Your post has been escalated again to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Puck agony - impossible labyrinth

JazTheTim — Thu, 10 Apr 2025 00:03:30 GMT

I had this when I got my new puck. Turn off the puck at mains when the pin is entered. Then when puck restarts it took the pin.
all while on phone to customer services, I'm not convinced they hadn't been doing something

Re: Sky Puck agony - impossible labyrinth

Addie15 — Thu, 10 Apr 2025 07:02:33 GMT

Hi there, @JazTheTim. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Puck agony - impossible labyrinth

Anonymous — Wed, 23 Apr 2025 11:33:06 GMT

Hi @Tom-W19 , @Addie15 ,

Could you kindly escalate my account again please?

After days of trying with the new Sky Stream puck, I managed again to get software to complete the update like last time, but only on mobile hotspot, it did not want to do it on my Vodafone home WiFi. However, I still can't watch the Live TV either on hotspot, nor connected to my home router WiFi/ethernet. I'd like to return the puck and cancel the contract. I am technically outside the official 14-day cooling off period, but I did not get a single day of working service.

Re: Sky Puck agony - impossible labyrinth

Mark39 — Wed, 23 Apr 2025 14:43:02 GMT

@Anonymous the forum escalation team can't help with cancellations, I'm afraid. You'll need to call.