I can’t connect to my sky stream at all

[Louisejb]

Is anyone else having problems it's been not working for two days now. The remote and puck are lighting up but it won't connect...

[dzy82f]

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@Brian225 wrote:

Just spent 2 hours on the phone, holding on then talking to an agent. Puck now works and I'm watching the telly again. Its a software problem that stops the tv from recognising WiFi but Sky agent was able to talk me through the recovery process. So if you're without your service ring them up it'll take a few hours to resolve, enjoy your Sunday.....

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@Brian225 

@lettice

@Daniel0210

This seems to describe my issue. Can you describe how the agent resolved it for you?

Many thanks 

[Daniel0210]

@Louisejb 

I've moved your post into a large thread discussing this issue. Sky are aware and working on it. See post 2, currently showing as the answer.

[Havill]

I've just looked bk on the customer chat and so far I've got 196 complaints ref to sky glass and the non customer service card 

sky get your act together, what would you do if you lost all these customers?????

[lettice]

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@Louisejb wrote:

Is anyone else having problems it's been not working for two days now. The remote and puck are lighting up but it won't connect...

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This is the resolution that you have to try.

It has worked for many Sky Stream and Sky Glass TV customers over the last three days with the issue.

Follow the procedure exactly as described in post 2 of this thread, flagged as the Answer post from Sky. 
Try holding down the button for as long as possible, it won't harm keeping it pressed longer than mentioned, but release when you see the blue screen instructions on screen.

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Power-up-Issues-19-9-24/m-p/4757859#M147519

If you have any issue with activation during the process or entering the pin do the following;

Activation problems: 

Try refreshing your browser cache or try the activate link in another browser or device.

Before clicking on the activate link, log in to your MySky account first.

Also, try this alternative link;

Make sure you have logged into your Mysky account in your browser before trying.

https://www.sky.com/productsettings/streaming-tv/activate

Also, you could try using a mobile phone, not connected to your home broadband.

Pin problems:

When at the pin stage and it fails.

Remove the power from your Puck or Sky Glass TV,  leave off for a few minutes and repower.

It will continue, follow the instructions.

This has worked for many having a pin issue

[Mark39]

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@Havill wrote:

I've just looked bk on the customer chat and so far I've got 196 complaints ref to sky glass and the non customer service card 

sky get your act together, what would you do if you lost all these customers?????

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Have you followed the recovery process? At what point were you unable to get any further? 

[gazh425]

Any ideas as to when the issue with sky glass will be sorted

[Beardsly1]

Red light still flashing on and off , no change at all really is getting ridiculous now ... no tv for 4 days def need some help here 

[Havill]

Been with out sky glass for3 days this is not funny anymore if I don't recieve a proper service  I will go with virgin or bt on the customer chat I've got 196 unhappy customers 

wot would you do if we all left sky  discusting service and NO CUSTOMER SERVICES AT ALL 

the amount of time I've tried to phone as well absolutely ridiculous get it together, Sky otherwise you'll be losing a lot of your customers

[Beardsly1]

Just no different from Thursday completely dead other than red flashing light

[lettice]

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@Beardsly1 wrote:

Red light still flashing on and off , no change at all really is getting ridiculous now ... no tv for 4 days def need some help here 

---

This is the resolution to try.

It has worked for many Sky Stream and Sky Glass TV customers over the last three days with the issue.

Follow the procedure exactly as described in post 2 of this thread, flagged as the Answer post from Sky. 
Try holding down the button for as long as possible, it won't harm keeping it pressed longer than mentioned, but release when you see the blue screen instructions on screen.

https://helpforum.sky.com/t5/Sky-Glass-Live/Sky-Glass-Power-up-Issues-19-9-24/m-p/4757859#M147519

If you have any issue with activation during the process or entering the pin do the following;

Activation problems: 

Try refreshing your browser cache or try the activate link in another browser or device.

Before clicking on the activate link, log in to your MySky account first.

Also, try this alternative link;

Make sure you have logged into your Mysky account in your browser before trying.

https://www.sky.com/productsettings/streaming-tv/activate

Also, you could try using a mobile phone, not connected to your home broadband.

Pin problems:

When at the pin stage and it fails.

Remove the power from your Puck or Sky Glass TV,  leave off for a few minutes and repower.

It will continue, follow the instructions.

This has worked for many having a pin issue

[JoJo6664]

We have 2 sky Puks and one has stopped working. We have tried all the usual unplugging etc etc but it will not load to the home page??? 5  days now and just get put on hold when calling Sky to which nobody answers! Any help or advice welcome please??

[NeilM46]

I can reboot my sky stream puck but when asked to link my account with the pin I goto sky.com/activate and see an error unauthenticated error even if I'm logged into my sky.  No way around it, tried to speak with sky yesterday and after 1h 45 on hold I was told I'd be notified by text when it was fixed.

Has anyone had same issue, been able to resolve?

[MahendranMuruga]

Any suggestions if we don't have any stream subscriptions, I can't try that alternative link in case if I don't have any product subscriptions.

[zalenaharrowell]

My sky glass does. Not turn on the screen is blank for 2 days now your help and advice would be most appreciated