Device limit reached on Sky Stream puck

[AA-D]

I was going to leave Sky and a couple of weeks ago, I  requested that my subscription be cancelled.

However, I was recently contacted with a new offer and agreed to revoke cancellation and renew my subscription during a call today.
I have Whole Home with 2 sky stream pucks but now it is stating that the Device is Limit Reached.
This has occurred since a call today to Sky to renew my subscription.

Would welcome thoughts on what to do ie do  need @Skysupport to rectify the matter? Many thanks

[mikealanr · Accepted solution]

Hi @AA-D 

Check that whole home is still active on your account in my Sky. If not add it or if it was part of your deal you will need to call Sky. It is active try a reboot of the affected puck. FYI this is a customer helps customer community and tagging "skysupport" won't do anything.

MikeAlanR

[AA-D]

Thanks a lot @mikealanr Really appreciate your response. I have in fact already 

rebooted the puck and WholeHome is showing as active on my account.

I'll give Sky a call tomorrow, as the puck in question is showing on MySky as due for return, so I'm guessing they haven't updated their system to show the new subscription. All the best

[Mandy296]

Sorry to ressurect this thread from last year, but the exact same thing has happened to me. I called last week to agree a new contract, after the usual to-ing and fro-ing was eventually offered a deal i was happy with so agreed to stay. During my call i did receive an email stating 2 of my pucks would be cancelled, I mentioned this to the lady I was talking to who assured me this was just an admin thing she needed to do to get me the offer.  After the call went to turn on TV and 2 of my 3 pucks are not working. Since then I have had several calls with sky, all aware of issue but escalation seems to be stuck with some mysterious "back office" with no resolution forthcoming.  It seems it takes mere seconds to cancel the pucks but once in motion it's an unstoppable train with no way to reverse it. I've even received the packaging to return the pucks! It's been over a week now, how long has it taken others for this issue to be fixed?

[AA-D]

From memory, I think mine took about 3 days. Had to reboot/reinstall each puck and remote. 

[Mandy296]

You did much better than me then. 

• I have a sky employee dealing with it who is supposed to call me to update. However I haven't heard back and when I ring Sky to chase apparently the note to call me back keeps being slipped back day by day. I'm guessing he can't be bothered to talk to me while it's still a problem and is waiting for it to be fixed then tell me it's fixed!