https://helpforum.sky.com/t5/Sky-Stream/Unable-to-set-up-new-puck/m-p/5178652#M66352 <P><a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4572409">@tancan</a>&nbsp;I'm not sure there is much that can be done. If there is an issue with your account which is preventing the puck from being registered then it would almost certainly require the customer services rep to pass it over to the back office team to investigate and resolve. The back office team aren't customer facing and are likely working on a ticketing system so its possible it would take several days for someone to look in to it.</P><P>&nbsp;</P><P>The only other thing you can do is to raise a complaint with Sky, and whilst that may not speed up the process perhaps it will lead you to being compensated with a goodwill gesture once the issue is resolved:&nbsp;<A href="https://www.sky.com/help/articles/how-to-make-a-complaint" target="_blank">https://www.sky.com/help/articles/how-to-make-a-complaint</A></P> Wed, 31 Dec 2025 12:12:20 GMT MarkGoldsmith 2025-12-31T12:12:20Z https://helpforum.sky.com/t5/Sky-Stream/Unable-to-set-up-new-puck/m-p/5178534#M66336 <P>I previously had an error with my puck after doing a reset where I was getting an error saying 'This page is restricted. Sorry you cannot view this page'. &nbsp;Rang Sky who said there was a problem with the puck so they sent out a replacement. &nbsp;I waited 3 days for the replacement which has now arrived. &nbsp;Trying to set the new puck up and when scanning the QR code on screen - get the exact same error message. &nbsp;I am logged in with the correct ID, I've already checked that. &nbsp;Rang Sky and was told by there operative that they had no other reports of this issue and had not come across it before so would report to their IT department and it could take several days to hear anything back! &nbsp;I have a puck set up on another TV in the house with no issues at all - when I check my account and the service checker, the picks are showing but only the existing one has a green tick, the new one (along with the previous one now returned) do not have green ticks. &nbsp;How do I link the new puxk</P><P>to&nbsp;<SPAN>my account if I keep getting this error message? &nbsp;I have tried typing in the sky.com/activate link from two different devices and encounter the same error message every time. &nbsp;Extremely frustrated, especially given that I have contacted Sky who were really no help whatsoever!</SPAN></P> Wed, 31 Dec 2025 10:20:15 GMT https://helpforum.sky.com/t5/Sky-Stream/Unable-to-set-up-new-puck/m-p/5178534#M66336 tancan 2025-12-31T10:20:15Z https://helpforum.sky.com/t5/Sky-Stream/Unable-to-set-up-new-puck/m-p/5178652#M66352 <P><a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4572409">@tancan</a>&nbsp;I'm not sure there is much that can be done. If there is an issue with your account which is preventing the puck from being registered then it would almost certainly require the customer services rep to pass it over to the back office team to investigate and resolve. The back office team aren't customer facing and are likely working on a ticketing system so its possible it would take several days for someone to look in to it.</P><P>&nbsp;</P><P>The only other thing you can do is to raise a complaint with Sky, and whilst that may not speed up the process perhaps it will lead you to being compensated with a goodwill gesture once the issue is resolved:&nbsp;<A href="https://www.sky.com/help/articles/how-to-make-a-complaint" target="_blank">https://www.sky.com/help/articles/how-to-make-a-complaint</A></P> Wed, 31 Dec 2025 12:12:20 GMT https://helpforum.sky.com/t5/Sky-Stream/Unable-to-set-up-new-puck/m-p/5178652#M66352 MarkGoldsmith 2025-12-31T12:12:20Z