Unable to link account

[Oakleyoliver123]

Over a week no help from sky other than factory reset just to be able to set up sky glass? Just keeps saying unable to link your account everytime 
I have been on the phone time and time again with them they've now cancelled the old sky q box... no tv at all helpppp

[caesarome]

@Oakleyoliver123 

You shouldn't have a Sky Q and Sky Glass both on your account so what do you have ?

[Jporch316]

@Oakleyoliver123 

When going through the activation process it can help to plug the device into your router with an Ethernet cable 

once it's activated and running you can then remove the Ethernet cable and connect via WiFi  

[Oakleyoliver123 · Accepted solution]

Thanks all turns out it was a faulty tv so new one sent and old sent back.. 

they told me to carry on using old sky q box whilst I was resolving the sky glass issues but then turned that off! 
all sorted now working great 😊 

[Elizabethjenkin]

Been on to s ky for 3hours no help to link account after factory reset 

[Jporch316]

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@Elizabethjenkin wrote:

Been on to s ky for 3hours no help to link account after factory reset 

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Hi @Elizabethjenkin 

the general advice is against factory restoring the glass tv without having been prompted by sky as it can permanently unlink your tv from your account (as has happened in your case). From memory you will need to be transferred through to the correct department on Skys help team to be able to resolve this issue. I can escalate your post to the customer line help team if you wish ?