Sky Glass Power up Issues 19-9-24

[Ric74]

No streaming TV.  Tried all the steps from Page 1, but still nothing.

Got to a point where it wants to link my account via a six-digit number at:  sky.com/activate.

Greeted with "oops there has been a problem".  So can't input the number. 

And yes of course I do have an account.

[annegnna]

Hello , i really need to talk with someone . I called and i stay 1 h in the phone , taking all of my credit and nobody answer . My tv arrived yesterday and don t swich on .. can someone help me ? Thank you

[Daniel0210]

@Anonymous 

Billing continues throughout a fault I'm afraid. Sky have not commented (and may not) on any kind of credit/compensation. 

[TimmyBGood]

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@Juls56wingo wrote:

customers need to register their complaints with Ofcom the more sky customer that do this the more they will be held accounable in the end and for compensation

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Probably important to note that the regulatory regime for subscription television is much lighter than for broadband & telecoms (which are designated by government as essential services) For television, Ofcom is more concerned with a stated customer support process being followed than in technology failure.

[horace]

@PaulRC1963 

Glad to hear it.

Which method worked for you?

[ray1926]

We are now working.

[Fothergill1]

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@Darh2611 wrote:
It is still not working so I want to cancel my account and you can have equipment back as ain't paying for something that ain't working and sky are doing nothing to help customers

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@Darh2611  You will need to contact Sky to cancel your account.  This help forum is made up of customers like yourself trying to help each other.  Even if a Sky employee sees your post they will not be able to determine you account details from your forum username.

[PaulRC1963]

When you to the part where it asks for your pin, ignore it, unplug and plug back in and it bypasses that issue where it's saying pin is incorrect when it isn't. 

[Daniel0210]

@Darh2611 

Have you followed the advice is post 2 currently showing as the answer?

[Haughle87]

I noticed the MySky error message had been updated, to suggest resetting. Having done this, it looks like things are back up and running. I await Sky's update on what, if any, refund or gesture of good will they'll make.

[Steveefc]

Says there is an outage for the past 24 hours 

Is there much to do to get it working as that's a long time for it

[Karen1212]

I've been having problems with Sky stream all day.  Tried resetting a few times and been hanging on telephone for over half an hour now.  How long am I likely to wait and are others having issues.

[Hyper1979]

I've just managed to get the puck working again. Don't know if this will work for everyone but might be worth a try.

My puck is connected to the router via ethernet cable so the steps I took was - 

1. I unplugged the puck at the mains the disconnected the ethernet cable
2. Press and hold the standby button whilst device is powered off then plugged it back in keeping the standby button pressed down
3. Waited for the LED to start flashing different colours but I carried on holding it in for a bit longer
4. Now it was trying to go into recovery mode via Wifi rather than a cable connection but as usual it didn't work
5. Unplugged the puck again but this time reconnected the ethernet cable (whilst still powered down)
6. Pressed and held the power button (as per steps 2 and 3)
7. This time went into recovery mode, then into set up and now it's finally working 

[Chrisee]

@Lauren222 something has borked the pucks so they would not restart Sky have not said what was the cause if they actually know but it is pretty fundamental. The recovery process linked basically forces the puck to take a new working firmware image and restart from scratch it is a process support have talked people through since launch when pucks have failed. Unfortunately some settings are lost in the process but you get a working puck/glass tv it is what is. Far quicker than sending out replacement pucks or sending out dngineers which would take weeks.

Took me 3 attempts on my single puck which was affected critically hold the power button in until the led starts flashing ,do not release when the colour just changes. With patience it should work.

[Steve89076]

Sky puck has not worked for nearly 24 hours . Anyone else suffering ?