topic Re: New Puck thinks I'm called SUPPLY in Sky Stream

New Puck thinks I'm called SUPPLY

Jimbobcherry — Wed, 30 Apr 2025 20:18:00 GMT

I received an additional puck today. During setup it checks my status then prompts "Hello SUPPLY look at that we've already linked your account". My name isn't SUPPLY.

If I follow the "this is me" option then it doesn't accept my PIN. If I go "this isn't me" then I do the activation route on my browser then Puck stays on the pin number screen.

I've tried a reset. Maybe I need a stronger reset.

Re: New Puck thinks I'm called SUPPLY

mikealanr — Wed, 30 Apr 2025 20:28:00 GMT

Hi @Jimbobcherry

Try the recovery process - step 4 in this article: https://www.sky.com/help/articles/power-issue-help-sky-glass-sky-stream-puck

This will factory reset the puck and download stable version of software.

MikeAlanR

Re: New Puck thinks I'm called SUPPLY

Barry+Mc+Kelvey — Thu, 01 May 2025 03:14:01 GMT

Hi @mikealanr

I'm having the same issue as @Jimbobcherry This is my first time setting up Sky Stream, and it's happened with the first Sky Stream Puck.

I've followed the advised steps you've given, but still having the same issue.

Any other advice or steps I can take to resolve this issue?

It's not a good start to my very first Sky Stream journey lol.

Thanks in Advance

Barry 🙂

Re: New Puck thinks I'm called SUPPLY

MarkGoldsmith — Thu, 01 May 2025 08:44:14 GMT

@Barry+Mc+Kelvey wrote:
Hi @mikealanr

I'm having the same issue as @Jimbobcherry This is my first time setting up Sky Stream, and it's happened with the first Sky Stream Puck.

I've followed the advised steps you've given, but still having the same issue.

Any other advice or steps I can take to resolve this issue?

It's not a good start to my very first Sky Stream journey lol.

Thanks in Advance

Barry 🙂

If the process suggested above hasn't worked then i'd suggest giving Sky a call. I believe the SUPPLY user is a user Sky use to test/validate the equipment so its possible something went wrong in their process and they didn't unlink the stream puck from that test account before they packaged and shipped it.

Re: New Puck thinks I'm called SUPPLY

Jimbobcherry — Thu, 01 May 2025 08:47:24 GMT

Cheers. After a fairly long support to Sky they are sending me a new puck.

Re: New Puck thinks I'm called SUPPLY

Stephen+Mourton — Thu, 01 May 2025 16:14:11 GMT

@Jimbobcherry & @Barry+Mc+Kelvey Another option is changing your name by deed poll to Suppy.. It might be easier. 😁

Re: New Puck thinks I'm called SUPPLY

MarkGoldsmith — Thu, 01 May 2025 16:19:40 GMT

@Stephen+Mourton wrote:
@Jimbobcherry & @Barry+Mc+Kelvey Another option is changing your name by deed poll to Suppy.. It might be easier. 😁

Not if you have to go through Sky's name chaning process to update your account 😂

Re: New Puck thinks I'm called SUPPLY

Jimbobcherry — Thu, 01 May 2025 16:58:53 GMT

I phoned Sky and, after a fairly long call where we a reset while on the phone, they are sending me a replacement puck.

Re: New Puck thinks I'm called SUPPLY

Jimbobcherry — Thu, 01 May 2025 17:01:35 GMT

Well, suggestion here is that SUPPLY is a test account used by Sky's engineers. I wonder if I guessed the PIN (I'd go for 1234) if that would grant me infinite free access?!?