Can't get past "incorrect pin" on setting up sky stream

[TheLoneGenius]

I'm trying to set up the puck, and I can't get past the "incorrect PIN" screen. I've tried resetting the puck, changing the PIN, but I still can't past incorrect PIN. It's extremely annoying. Any ideas?

[TimmyBGood]

@TheLoneGenius 

Typically the set-up PIN is the last four digits of the telephone number which you gave Sky when you placed the order.  It's not related to any previous age-control PIN from a satellite system.

[TheLoneGenius]

Yes - I tried that but it didn't work, so I chnaged the PIN and that didn't work either.

[TimmyBGood]

@TheLoneGenius 

Changing PIN won't help.

Try the last four digits of the payment card or bank account from which the Sky subscription comes out.

[Mike434]

I received puck and remote on Monday and have the same problem with an added aggravation  in that I can't change the pin because the last four digits of my bank account are also incorrect.

I've had this bank account since 1981 and Sky have been taking direct debits from it since 2019. My conclusion is that the problem isn't finger trouble. I tried using the virtual chat but it didn't understand the query. Any helpful suggestions appreciated. 

[PHXTZ660]

Have you tried the last 4 digits of your mobile number?

[Mike434]

Yes. That generates the initial incorrect pin message. My attempts to change the pin then result in a message saying I've incorrectly input the last 4 digits of my bank account number. 

[PHXTZ660]

What about the last 4 digits of your Sky Account number 🤔 

[lettice]

@Mike434 

Sounds like you have tried a number of things.

Have a read of this Sky help article on pin, it explains the small timeout period of entering two many pin attempts.

Plus, can you try the software update as described in the 'still not valid ' section. That has helped some customers in the past.

https://www.sky.com/help/articles/your-sky-glass-pin

[Mike434]

Thank you. I'd followed all the steps (several times) apart from doing a software update. Despite having the old fashioned notion that something should be supplied with up to date software I've now followed the instructions for doing a software update. The result is that the screen is now frozen on the "You're Now Connected" page with the Continue dialogue box greyed out. I performed the standard IT routine of switching it off and back on again to no avail. 

[lettice]

What steps in the software update did it complete? 
Did it do that after step 6?

[Mike434]

I don't know whether it did an update. I followed steps 1-7 as instructed namely switching it off, back on, leaving it powered up for 30 minutes, switch on and off. When it restarted pressing home (7) did nothing and it went back into the setup routine. 

Never having used Sky Stream I have no idea what I should be seeing at each stage.  

[lettice]

You are in a kind of semi stuck state. May have been your earlier issue not progressing.

On your Sky remote, press 4 and 6 together for three seconds.

This will reset your remote.

Switch off your Sky Stream puck at the mains plug again.

You don't need to unplug it.

Press and hold the standby button on the bottom of the Sky Stream puck.

Keeping your finger on the button, switch the power back on at the mains plug and wait until you see the LED lights flash different colours, then remove your finger.

Wait for up to 15 minutes while your Sky Glass TV or Sky Stream puck completes the recovery process.

This depends on your broadband speed.

Switch the Sky Stream puck back on.

Follow the on screen steps to set up your TV or puck

[Mike434]

Thank you once again. I've done that, managed to update software and it then very slowly cycled through the setup routine. Very slowly as the puck took 2-3 minutes to respond to remote inputs even after changing batteries. 

Finally got back to the Input Pin screen and result as before . Both mobile number and last 4 digits of bank account deemed incorrect. I think this is now Sky's problem as I'd just replaced 2008 vintage TV with a smart TV and in the 3 days without Sky (HD box suffered hard drive failure hence switch to Stream) I've discovered that almost everything I watch is now available on free streaming services. The only obvious exception being live F1 coverage. Currently pondering whether Channel 4 coverage will be good enough. I'll find out this weekend.