Unable to link my account to Sky Glass

[J_rose82]

I recieved my new sky glass air on saturday and i’m still unable to link my sky account to the tv. I chose sky ultimate tv and i am unable to access the channels that i will be paying for. I have tried the online tutorials by fully factory resetting my tv six times now and my account still will not link to the tv. I reached out to Sky on saturday and was told that my TV subscription was cancelled even though it hasn’t even been activated.

Just wondering if anyone has any further solutions?

[Jporch316]

---

@J_rose82 wrote:

I recieved my new sky glass air on saturday and i’m still unable to link my sky account to the tv. I chose sky ultimate tv and i am unable to access the channels that i will be paying for. I have tried the online tutorials by fully factory resetting my tv six times now and my account still will not link to the tv. I reached out to Sky on saturday and was told that my TV subscription was cancelled even though it hasn’t even been activated.

Just wondering if anyone has any further solutions?

---

You will need to call sky to get an active subscription or the tv won't activate 

[J_rose82]

I purchased sky ultimate tv with the TV. It's not yet activated.

[MarkGoldsmith]

---

@J_rose82 wrote:

I purchased sky ultimate tv with the TV. It's not yet activated.

---

Yes but if what you were told on the phone is true then the reason you can't activate the subscription is because it's been cancelled for some reason and therefore you would have nothing to activate.

What error are you getting when you try to activate?

[Jporch316]

Hi @J_rose82 

you mentioned that your subscription was cancelled ? 

the tv will only activate if you have a subscription. You need to call sky to get the subscription active. Then when you go through the glass setup process it will recognise your subscription and the tv will activate 

[J_rose82]

@Jporch316 

How can it be cancelled when it hasn't even been activated? Do i have to call sky up for them to manually activate it themselves?

[Jporch316]

Hi @J_rose82 

There's two totally separate factors here 

1. sky tv subscription (in essence your tv package) 

2. activate glass tv 

you cannot activate a glass tv without having a live sky tv subscription 

when you order glass tv sky automatically start your sky tv subscription.

when your glass tv gets delivered your subscription should have been live and this would have allowed you to activate the glass tv

reading your first post it seems as if sky either did not activate your sky tv subscription or mistakenly cancelled it which means you will have to call them to reactive your subscription to sky tv 

once this has been done you will then be able to activate the glass tv 

[Dazzasky]

---

@J_rose82 wrote:

@Jporch316 

How can it be cancelled when it hasn't even been activated? Do i have to call sky up for them to manually activate it themselves?

---

When you was on the phone to Sky, why didn't they help you activate it, what did they say? @J_rose82 

[peter-marlow+1966]

J_rose82

You said you have  done  factory reset  6 times,,were you  talking  to a sky advisor  when you did this as if will have removed  your  account  details  from the tv and will not activate you need to call sky about this