Live channels - technical fault

[LewisT12]

Just installed sky broadband and the sky stream puck but none of the live channels work. Live TV in the apps work but not on the home screen. Restarted both router and puck but no change. Also, is an aerial required for live TV? 

Thanks 

[Ellie_TV]

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@LewisT12 wrote:

Just installed sky broadband and the sky stream puck but none of the live channels work. Live TV in the apps work but not on the home screen. Restarted both router and puck but no change. Also, is an aerial required for live TV? 

Thanks 

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An aerial is not required for live TV. Has your puck been correctly activated on your account? Log in to your account on the website and check MySky to make sure your streaming TV subscription is active. 

[LewisT12]

Hi, 

Thank you for your response. Yes it states the puck is active and all the apps work but not live TV. Broadband is strong. 

Thank you 

[Ellie_TV]

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@LewisT12 wrote:

Hi, 

Thank you for your response. Yes it states the puck is active and all the apps work but not live TV. Broadband is strong. 

Thank you 

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You definitely have an active Sky Essentials or Ultimate TV subscription? 

[LewisT12]

Hi, 

Yes sky essentials package has been activated. Will try calling their technicians today. 

Thanks, Lewis 

[lettice]

See you mention a restart.

Can you try a Sky Stream puck settings restart.

• On your  puck,

Go to Settings>Systems Management>Resets & Updates
Select Restart device

Your Sky Stream puck will perform a reboot. It will take a few minutes to complete

Rather than a call to Sky, once you have done the above restart and it is still failing, let us know, we can then escalate on here to the Sky community messaging team for a live chat.

[LewisT12]

Tried that twice just now and no change, still states there's a technical fault with the channel, for all channels. 

[Chrisee]

@LewisT12 who is provides your internet connection? Rarely there can be an issue with the way a network provider configures their systems that can cause this fault. I would suggest a call to Sky though as the system is pretty useless w ithout access to the linear channels.

[LewisT12]

Broadband and TV are both with sky

[Ellie_TV]

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@LewisT12 wrote:

Broadband and TV are both with sky

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Was the puck ordered direct from Sky? Was it new and sealed when you opened it?

It's possible it's a refurb which wasn't fully deactivated from a previous owner. It might still be linked to someone else's SkyID which allows the use of the third party apps but doesn't allow access to the live channel streams when a subscription is cancelled.

A factory reset and relink to your account should solve it but speak to Sky first. 

[lettice]

@LewisT12 

I've escalated this to Sky and they should be in touch with you soon about it.
Look out for a message from Sky on your email and Sky Community private messages.
Look out for the blue chat bubble within your Sky community.
More about an escalation here;

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

[Lisa-P1987]

Thanks for escalating this. We’ve sent LewisT12  an invite to chat.

[LewisT12]

Been speaking to the advisor all afternoon but unfortunately no change. Reset the puck factory settings and tried connecting the puck with the hub via an ethernet cable but still nothing. 

[MarkGoldsmith]

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@LewisT12 wrote:

Been speaking to the advisor all afternoon but unfortunately no change. Reset the puck factory settings and tried connecting the puck with the hub via an ethernet cable but still nothing. 

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When you connected via Ethernet cable did you also disable the WiFi in the network settings of the puck and then rebooted the puck?

[lettice]

Thanks @LewisT12 

All I can say is it may have been worth trying. Just something they may have suggested may have jolted it.