I can't reset my PIN - the payment method doesn't match what Sky have

[PaddyBee]

I'm setting up my new Sky Stream puck & the supposed PIN of the last 4 digits of my phone number doesn't work. Attempting to reset the PIN by entering the last 4 digits of the payment method also doesn't work - responding with that doesn't match what we have & locking me out after 3 attempts. 

I can see on my banking app when the last direct debit to Sky went out; and the app conveniently shows the account number used for the direct debit at the top of the screen, but the last 4 digits of that account number doesn't match what Sky have.

You'll have to trust me when I say I'm competent enough to read the last 4 digits of my bank account & press the right buttons on my Sky remote.

I am stuck. Can someone help

[GD1]

@PaddyBee  Try logging into your account at sky.com, you should be able to see the correct account number as this is likely to be different to the Direct Debit reference number.

[PaddyBee]

Thank you for your reply.

I'm sorry I wasn't clear; I was entering the last 4 digits of the current account number the direct debit is taken from - not the direct debbit reference number.

I took your advice & logged into my Sky account. The only way I can find to get my payment details is to go to the "Change payment method" page where it shows the current payment method as direct debit from the bank account number ****ABCD - where ABCD are the last 4 digits of my bank account & the number I was entering on the remote.

Thanks again.

I'm still stuck.

[PaddyBee]

I've done a factory reset & went through the process again; however after the "you're connected lets get you set up" part I was left with a blank screen for ~30mins. Power cycling has got me further but:

- my TV is not supported with the volume controls even though the first time through the setup it was

- it's forgot my name. The dialog says "Hello ," last time it was "Hello Paddy,"

- it looks like I have infinite tries at entering my pin

I'm not enjoying the experience so far

[PaddyBee]

The box was hosed. I had a call with a Sky operative today who confirmed that - new one arriving tomorrow. I'll update as to how that goes. 

[Jporch316]

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@PaddyBee wrote:

Thank you for your reply.

I'm sorry I wasn't clear; I was entering the last 4 digits of the current account number the direct debit is taken from - not the direct debbit reference number.

I took your advice & logged into my Sky account. The only way I can find to get my payment details is to go to the "Change payment method" page where it shows the current payment method as direct debit from the bank account number ****ABCD - where ABCD are the last 4 digits of my bank account & the number I was entering on the remote.

Thanks again.

I'm still stuck.

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There was a workaround a while back ... not sure if it still works 

when you get to the enter a pin screen pull the plug on the stream then plug it back in and go through the setup again it will skip the pin screen