Stream account activated although the puck was cancelled by someone at Sky

[SystemsMan]

The puck didn't work out of the box.  Very helpful customer service rep tried to fix, left us with instructions and called back the following day.  By then we'd been told by another representative that the puck had been cancelled and raised a ticket.  It was not cancelled by the first representative.

Tonight I've been told the puck has been reactivated BUT we can't test this until after the weekend.

Meanwhile, our account shows that the stream account has been activated even though the service is not working.

This is completely wrong.

Please will someone remove the active status and wait until the puck actually is working.  We do not expect any billing to start until the puck is properly activated.

[Mark39]

Unfortunately as we're customers here, like you, we can't action this. You'll need to call Sky again, I'm afraid 

[SystemsMan]

Thanks a lot. When we were on Virgin the posts on the community channel were monitored by their techie support team and it was a very efficient way to get clear quick responses to quite a range of issues. 
will call again...