Help! - Selling Sky Glass

[jimjam3049]

Help please! 

I sold my Sky Glass TV back in April via Facebook Marketplace.  It was fully paid off so not under contract.

Before selling, I performed a full reset using the Factory Reset option under Settings on the Sky Glass.  The TV was on the Set up page when I sold it.

I have retained a Sky Stream puck and my full subscription.

Sky contacted me to say I'm using this Sky Glass tv outside of my home address, and they are going to charge me £26 a month.

I called them to say I'd sold it and they said the buyer is using my subscription!!  I do not know how this is even possible when I used the Factory Reset option.  I also don't believe this is malicious or fradulent from the buyer, but I may be wrong.

Sky tried to deregister the device from my account via their "back office" team, but apparently they can only do that if it's Lost or Stolen which is not the case here.  I had already told Sky that I sold it (which I believe I was perfectly within my rights to do).

I don't know what to do now.  Sky are suggesting I contact the buyer to ask them to perform another factory reset, which I will try, but to be honest it's not their problem to solve.

Shouldn't Sky be able to deregister the device as my Primary device and remove it from my account and that should be the end of it?

Thanks.

[Anonymous]

@jimjam3049 You would think so. Do you have any proof of sale you could email them like a bank statement or PayPal receipt in case your buyer won't help?

I sold my Gen One at the end of March and did a factory reset like you. My buyer then set it up at their address and my TV was deactivated from my account once they activated it. All I can think of is that for some reason the factory reset didn't complete as it should but it seems like you waited for the set up process to appear after reset, as I did with mine.

[jimjam3049]

@Anonymous Thanks for the quick response.  

It was a cash sale, so I don't have proof I sold it, but Sky are not really challenging the sale, just telling me it's not possible to deregister the Sky Glass from my account...

Reading other threads online, it seems to imply when the new user sets up the Sky Glass with their own Sky subscription then it should de-register from mine and re-register to theirs.  I think in this case, the buyer wanted to use the TV with a gaming console via HDMI so possible they do not even have a Sky Subscription.  Which also seems fine and feasible based on Sky's own web page: Sky Glass or Sky Stream without a Sky TV subscription | Sky Help | Sky.com | Sky Help | Sky.com

I don't know for sure if the reset happened correctly but I know I followed the on-screen instructructions and the tv was definitely on the very first setup page.  From memory, I think that was the "Let's get you connected" screen.  

I'm at a bit of a loss other than to call Sky again and see if a different agent can find a solution or refer it to a technical team.

[SKY1992bf]

@jimjam3049  I've flagged this to sky in the closed area to see if they can offer any assistance 

I'll let you know if I hear anything 

[jimjam3049]

Ah, thank you!

[SKY1992bf]

@jimjam3049 To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @jimjam3049.

[jimjam3049]

@SKY1992bf  Thank you so much

[oj01]

@jimjam3049 Presumably you cancelled the Whole Home subscription (assuming you only have one puck) and made the puck your primary device?

[82bit]

De-registering it in MySky should be the easiest option. Product Settings > Device Management > Manage [specific] Device > Remove Device 

[jimjam3049]

Hi, thanks for your response. 

I have 2 pucks.  Sky can't seem to make either puck the primary device, it defaults to the Sky Glass.

[jimjam3049]

@oj01 

Hi, thanks for your response. 

I have 2 pucks.  Sky can't seem to make either puck the primary device, it defaults to the Sky Glass.

[jimjam3049]

Thanks @82bit 

When I get to the > Device Management page, I only have the > Manage (specific) Device option on the 2 pucks I have.

The Sky Glass is listed as the Primary device and does not have the > Manage Device option available against it.

[82bit]

Bummer. Sounds like you're unable to change the primary device - you can only do this once per month, and you can't de-register the primary device (in this case the Glass TV). This is something only Sky can sort out at their backend. Hopefully they'll rectify this for you soon. 

[SKY1992bf]

@jimjam3049  Have you spoken to sky yet via the private message link that was sent to you yesterday?

Sky has confirmed that it's a issue that requires back office assistance, so you need to engage with the chat to get the ball rolling on this