topic Re: Sky Stream not working since renewed contract in Sky Stream

Sky Stream not working since renewed contract

Martha2017 — Thu, 01 May 2025 20:35:44 GMT

Renewed my contract today for exactly the same except cancelled the second Puck as we have never used it. Now none of my Sky Stream is working and says "Whole Home required".

What has happened. Very frustrating that by signing into another contract it has messed up our service. And that this seems to be the only place to ask for help right now.

Re: Sky Stream not working since renewed contract

Mark39 — Thu, 01 May 2025 20:48:14 GMT

Have you tried both Pucks?

Re: Sky Stream not working since renewed contract

Martha2017 — Thu, 01 May 2025 21:23:08 GMT

The other is still it's in original box unused. Is that likely that it's just the other Puck that is now active?

Re: Sky Stream not working since renewed contract

GD1 — Thu, 01 May 2025 22:37:01 GMT

@Martha2017 The unboxed puck would have been automatically activated even if not in use, check in your Sky account as you may be able to assign the one you use as a primary device, if not you may need to plug the other one in and set it up.

Re: Sky Stream not working since renewed contract

mikealanr — Thu, 01 May 2025 22:38:04 GMT

Hi @Martha2017

The puck that is in the box unused must be your primary puck.

You will need to make the one you are using primary and send the other back to sky or swap them over.

See: https://www.sky.com/help/articles/your-devices-sky-glass

MikeAlanR

Re: Sky Stream not working since renewed contract

lettice — Fri, 02 May 2025 06:53:14 GMT

As above, does sound like you have removed your Primary puck.

Do as above and make one of your current Pucks, the Primary Puck.

Re: Sky Stream not working since renewed contract

Martha2017 — Fri, 02 May 2025 12:19:49 GMT

Thanks all, you were all quite right and the other Puck worked.

Many thanks