Sky puck and poor support

Vicky156 — Thu, 04 Dec 2025 12:11:45 GMT

I have signed up to sky and tried to connect the Puck to my TV.
No joy and when I phoned up Sky I was advised that the box maybe faulty.

I asked for an engineer visit to help me get set up when the new box arrived and my request was refused.
I am not tech savvy and when this was mentioned, I was advised that in that case I would have to cancel my subscription.
I am gobsmacked. Having used sky for 25 plus years, this is appalling and will lose them money.
It makes no sense for Sky not to have engineers available to protect income. Crazy. I will try when the new box arrives otherwise I will go to virgin. Thankfully I don't own shares in the company.

Re: Sky puck and poor support

Fothergill1 — Thu, 04 Dec 2025 13:26:14 GMT

Hi @Vicky156 and welcome to the forum. You don't explain at what point the process is failing so it is difficult to offer suitable advice. Generally people seem to have a problem when they get to the activation stage. Maybe that's the issue in your case, ifso are you signed into your My Sky account at https://www.sky.com/mysky If not sign in before entering your activation code.

During setup you must also be using the same email that is registered to your account.

Once logged in go to https://www.sky.com/productsettings/streaming-tv/activate This is where you can enter your activation code that appeared on your screen during setup.

The following link is to a setup help guide:

https://www.sky.com/help/articles/setting-up-sky-glass-help

If the setup is failing at a different stage post back and I'm sure you will receive advice which you can try.

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Sky puck and poor support

Re: Sky puck and poor support