Sky Glass Power up Issues 19-9-24

[Paul+Dray]

---

@Polqaz wrote:

@Paul+Dray

Thanks - I disabled the private relay feature on my iPhone but unfortunately there is no change.  Also tried logging on using a dell device but the same issue arises.

---

Ah ok not that then. Thanks for ruling that out. 
Can't imagine the router itself would have any settings blocking the activation page. 
have you tried the phone using your mobile data and not the wifi?

[GD1]

---

@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.  

[Ricardo414]

I m logging off now , Monday will try calling those people again . Something must be done by now 

[Paul+Dray]

---

@GD1 wrote:

---

@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.  

---

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 

[TelTell]

the issue is unresolved. Not only does the system not recognise the reset pin, which is the same as the old pin, it won't advance the counter on any attempt. Looks like the DB holding pin info is corrupt or offline or there's some other comms issue. So I'm looking at a blue screen (shades of the old days) as shown. Well it would be shown but for the fact that I'm unable to post a photo. Looking like the software is so buggie that nothing works these days. 

I tried ringing Sky and waited nearly an hour when 9pm arrived and was wasting time to stay on line. Cannot say I'm impressed.

[Jporch316]

---

@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 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]

---

@Polqaz wrote:

@Paul+Dray 

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

---

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

[Fothergill1]

---

@Paul+Dray wrote:

---

@GD1 wrote:

---

@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.  

---

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 

---

@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]

---

@Polqaz wrote:

@Paul+Dray 

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

---

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