Got 2 new pucks, one works fine the other seems to be registered to a totally different person.

[SKennedy1]

Recently purchased 2 pucks. One works perfectly. The other one connects but says hello N@@#@@ Walsh.  That's not me. I've clicked "this isn't me" option, tried a factory reset, input a one time code. Nothing.   I've messaged sky and tried ringing but can't get a person. The serial codes on the boxes are the same as in my account. Are these boxes not new? Looks like this has been used before by N Walsh?  Think I.need a new box?

[Exiled-in-HH]

Sounds like the set-up you pay for wasn't completed correctly?

The Pucks are loaned so you can't expect to received a new Puck ... Sky will send what's available!

BUT, you should expect the Puck to be set-up correctly?

[SKennedy1]

So I need to wait for a person from Sky? OK. Thanks  I assumed they would have been new.

[MarkGoldsmith]

@SKennedy1 i can escalate this to the Sky Messaging Team if you'd like? They may then get in touch over the next 48 hours.

[SKennedy1]

Thank you. I did message them on Facebook messenger and also by txt message but haven't heard anything back.  At least one works.  Thank you very much for your help. 

[MarkGoldsmith]

@SKennedy1 

This has been escalated to the Sky Messaging team who may be in touch with you regarding this within the next 48 hours via a colourful chat bubble which will appear at the bottom of this page. 

You may need to refresh your browser for the chat bubble to appear.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
"https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147"


When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. Please note this isn't a live chat so replies may not be instant.

Note with it being the holiday period it may take longer for someone to reach out to you due to limited staff being available.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @SKennedy1 to chat.

[SKennedy1 · Accepted solution]

Thank you all for your help. Box is being replaced by Sky.