Cant link Puck to my account.

[Kittyhugs]

I have an activation code to link my account to my puck, however when I go online it and click on activate account, I get a error message.

It says 'Ooops there has been a problem' and asks me to call. Ive tried calling a few times and just keep being put on hold.

Very frustrating!

[Fothergill1]

@KittyhugsGetting the "Oops there's a problem” error message usually means that you are not signed into your My Sky account. 

You must be logged into your account at  https://www.sky.com/mysky and once logged in go to https://www.sky.com/productsettings/streaming-tv/activate where you can enter your activation code.

Good luck.

[Kittyhugs]

Ive checked again .... the 'oops' message is still there and im definetly signed in.

Im having nothing but problems with Sky. Can someone please escalate this, so I can this issue resolved and actually watch TV (its been 2 days of trying to sort this and speak to someone) that im paying for!

[Exiled-in-HH]

If you just want to watch Sky Subscription channels... you may have more luck with Sky''s budget service NOW TV which has far fewer access issues😉

Far more apps are available on other streaming devices and they also have far fewer access issues🤔

[Kittyhugs]

@Fothergill1 can you please escalate this?

[Breandan]

@Kittyhugs Did you previously have a Sky account number that is linked to your mysky login account?

If that is the case, this happened to me, and I discovered that my sky puck was linked to my previous sky account number (which is defunct). If you take a look at https://www.sky.com/productsettings/streaming-tv you should be able to see if your puck is listed there, and if it is the primary device (it should be listed and it should be primary). If it is there, but not the primary device, it may be because it is linked to a different sky account number, perhaps your old one.

To fix this, you can call support and ask them to remove the defunct account number from your mysky login account. If they tell you that you'll need another email address, that is not correct. Although you can use another email address if they ask you to and if you want to, they canfix the problem by removing the old sky account number from your mysky login account.

Once that is done (they may ask you to wait 24 hours for the change to take effect), you will need to reconnect to your wifi again to complete the link.

[Fothergill1]

@Kittyhugs

I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat.

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Kittyhugs.

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Kittyhugs]

@Breandan  Thankyou, I did call on Tuesday and the guy I spoke to couldnt work out what the problem was. He said he would get someone with more knowledge to call me .... and here I am Saturday, still waiting for a call back and no TV for a week.

Im really disappointed with SKY, I wish Id never signed up with them!!!

[MarkGoldsmith]

@Kittyhugs if looks like the Sky Messaging Team tried to reach out ( as per the above posts) but the chat closed as you didn't respond within 48 hours.

Would you like us to re-escalate to the Sky Messaging Team?

[Kittyhugs]

@MarkGoldsmith  Thank you, yes please.

I didnt respond because I spoke to someone on the phone but he couldnt rectify the problem and he said he was escalating it to someone with more knowledge. 

He said theyd call back within 2 days but ive been waiting for a call back for 4 days now. I placed my order for Sky at the end of November, didnt recieve my Puck initially in the order and had to wait another week to get it sorted, went away over Christmas tried to use the Puck and it's not working and again, its taken over a week to sort out, so far!

Ive been paying for a service im not recieving and it seems no-one can sort it out. 

[GD1]

@Kittyhugs   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/Escalating-a-post-to-a-Sky-expert/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

[Kittyhugs]

@GD1 @MarkGoldsmith Im still waiting for someone to help.

[GD1]

@Kittyhugs  To get you some help with this I have re-escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/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