Change primary device

[oO0C4B4N4]

Hope someone can help.

my Sky Glass TV is not working properly so I decided to buy a new TV. I have purchased a Samsung QLED and it is great. 

I also have a sky puck that I fully own as I got it when you had to purchase them. 

when I connect the puck to the Samsung it says I need a subscription which I understand as it has my Sky Glass as the primary device and needs whole home to recognise the puck which I don't really want to add as we are only watching on 1 device. 

Sky aren't really being helpful on the phone line and I just wondered if someone knows if there is a way to change the primary device to the puck?

surely it can't be as hard to do as Sky are making out?

Any help appreciated as I am paying for a subscription that I can't access!

[Mark39]

Sky's guide here should help: https://www.sky.com/help/articles/your-devices-sky-glass

[BenJoBanjo]

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@Mark39 wrote:

Sky's guide here should help: https://www.sky.com/help/articles/your-devices-sky-glass

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@oO0C4B4N4 

The key part being:

Good to know: If there's a Sky Glass TV on your account, this will automatically be the primary device. You won’t be able to select a Sky Stream puck to be the primary device instead.

Sky don't make it easy to switch streaming subscriptions between devices without paying for Whole Home. You're probably better off selling your puck (they go for about £30-£40 on eBay) and starting afresh with a loaned puck from Sky. You'll need to cancel your existing sub on the Glass TV if they won't switch it over for you. 

[Fothergill1]

@oO0C4B4N4  I did pretty much the same as you about 18 months ago and a quick phone call to sky had my Glass TV removed from my account, my whole home cancelled and my puck was made the primary device.  It only took a few minutes but the person I spoke to did have to liaise with a backroom team whilst I was put on hold. 

Once my Puck was my primary/only device I sold my glass TV.

[BenJoBanjo]

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@Fothergill1 wrote:

@oO0C4B4N4  I did pretty much the same as you about 18 months ago and a quick phone call to sky had my Glass TV removed from my account, my whole home cancelled and my puck was made the primary device.  It only took a few minutes but the person I spoke to did have to liaise with a backroom team whilst I was put on hold. 

Once my Puck was my primary/only device I sold my glass TV.

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Good to know! Hopefully Sky update the incorrect information on their webpage... 

[oO0C4B4N4 · Accepted solution]

Just in case anyone else has this issue here is an update.

i was able to finally get the primary device changed from the glass tv to the sky puck. It did take calling about 3 times but i finally got hold of someone in Scotland who was able to forward the case to the backend technician team. 1 day later and it booted up no problem.

so basically if you don't get the answer you need first time it is definitely worth trying again.