Tv isn’t working

[Jporch316]

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@Paulbuckland557 wrote:

Lattice, this is not the way it works... I'm reading countless people agreeing it doesn't work,and none saying it did. 

I know u are not a sky employee so please don't pretend things for them...

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It works for the majority ........ we are trying to figure out the rest as we go along 

There's countless more people who have tried it and have got a working tv back 

[mikealanr]

Hi @TelTell 

See the answer in this thread: https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Power-up-Issues-19-9-24/td-p/4755170

There is a note that if you get the pin issue, you need to restart your device i.e turn off and on again, not reset.

MikeAlanR

[Polqaz]

@Paul+Dray 

Yes - I have tried using the mobile service not WiFi but no change, sorry!

[Jporch316]

@Polqaz 

Just to be super certain ..... are you sure you haven't got 2 sky accounts (1 mobile and 1 tv) or even an older one from before when you cancelled at some point ?

[Mary661]

Exactly the same as my poor housebound mother still no joy been off since Thursday evening.Thought I had solved it got TV back on but no where to put code 🙃

[John2996]

Still getting the message 'connection failed' despite carrying out the Sky recommendations. Waited 50 minutes on phone - no response. John

[Jporch316]

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@Polqaz wrote:

@Paul+Dray 

Yes - I have tried using the mobile service not WiFi but no change, sorry!

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Also have you tried pulling the plug on your router for a good 10 minutes then trying again 

[Fothergill1]

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@Paul+Dray wrote:

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@GD1 wrote:

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@Paulbuckland557 wrote:

Lattice, this is not the way it works... I'm reading countless people agreeing it doesn't work,and none saying it did. 

I know u are not a sky employee so please don't pretend things for them...

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It works for most people so would you prefer we post nothing and leave other customers without any kind of solution?

No one is pretending things for Sky we are simply trying to help other customers.  

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Exactly. When I did the puck recover procedure it worked first time at all stages. It has for many others too. 
We're just trying to work out what's going on with those who have a different experience 

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@Paul+Dray  that was my experience as well.  It took no more than 5-6 minuted to be up and running and that was despite making an error along the way. I thought I was logged into account but got the error message so signed in and away we went again.

The majority of people who have their systems working again are busy watching TV and not trying to help other subscribers find a way through their issues.

[Paul+Dray]

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@Polqaz wrote:

@Paul+Dray 

Yes - I have tried using the mobile service not WiFi but no change, sorry!

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Hmm ok. A proper test would be to delete the sky cookies in the phone browser and then reboot the phone and then try it again connected to the mobile network. Not sure if you tried that. 

[Becky99problems]

I tried a few things and it's fixed after 3 days! I didn't follow the sky help but reset the WPS on the router and it seems to have reset it but now working. Thanks 

[TelTell]

In the end I gave up and turned off the puck. Turned it back on and it wished to complete the reset. Blow me down but this time it worked. I changed the pin inter alia. New pin failed but the old pin worked. So that module holding the pin info must have been offline. Or had been reverted post corruption. A bit more information might have been useful while it was unavailable. 

[PaulSXC]

We had no service so have done a reset. It shows an activation code on the tv but we cannot find where on the app to enter it 

[Polqaz]

@Jporch316 

Thanks - I only have the one account now (Sky Glass).  Like most Irish Sky Glass customers, I was a customer in the past but had to cancel my account when I moved house years ago because the satellite installation company (Actavo) are useless and won't install on older houses.  So, when Sky Glass came out, it was my chance to get Sky without a satellite, I and I was probably once of the first to do so.

However, I do think that this is the core of the issue because my new Sky ID and account has never worked properly and I am always having problems accessing bills and even sky store.  Everyone else I know with Sky Glass in Ireland has the same issues.

[Paul+Dray]

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@Fothergill1 wrote:

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@Paul+Dray wrote:

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@GD1 wrote:

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@Paulbuckland557 wrote:

Lattice, this is not the way it works... I'm reading countless people agreeing it doesn't work,and none saying it did. 

I know u are not a sky employee so please don't pretend things for them...

---

It works for most people so would you prefer we post nothing and leave other customers without any kind of solution?

No one is pretending things for Sky we are simply trying to help other customers.  

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Exactly. When I did the puck recover procedure it worked first time at all stages. It has for many others too. 
We're just trying to work out what's going on with those who have a different experience 

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@Paul+Dray  that was my experience as well.  It took no more than 5-6 minuted to be up and running and that was despite making an error along the way. I thought I was logged into account but got the error message so signed in and away we went again.

The majority of people who have their systems working again are busy watching TV and not trying to help other subscribers find a way through their issues.

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Indeed. 
I'm multitasking....eating dinner, watching sky news on the puck and trying to help on this forum 😁 (oh and drinking a nice Rioja that I've just uncorked).

[Polqaz]

@Jporch316 

yes - have disconnected the router completely for an hour earlier but no effect unfortunately