Adding a Puck to my account

[DianeDavidson]

i have factory reset my puck how can i add it back to my account. Any help is much appreciated Kids are Going Mad.

[GD1]

@DianeDavidson  You should never be factory resetting a puck unless advised to do so by Sky when on  call/chat as it can cause issues like this.

You need to now add it back as you did when setting it up by fillowing the onscreen steps.  

[DianeDavidson]

Thank you thats what i am trying to do but keep going round i circles i get the code during setup ,although its no good if you cant get to the point in the system to input it.Iam following the setup instructions from the sky puck set up process .

[GD1]

@DianeDavidson  You'll need to explain exactly at which point your getting stuck

[DianeDavidson]

keep getting this screen when trying to add via the my sky app Product Settings

[GD1]

You need to follow the url using a web browser if it's taking you to the activation url, make sure before accessing the link https://www.sky.com/productsettings/streaming-tv/activate you are logged in to your Sky account using the corrrect Sky ID.

[DianeDavidson]

i am following the Url as per that supplied on the sky page when setting up the puck and i get the the image as i have posted.

[GD1]

@DianeDavidson  To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[DianeDavidson]

Thank you for your help.

[arcadeavenger]

Thanks for escalating this. We’ve sent @DianeDavidson an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours. Thanks, Becca.