Netflix not available on Puck

[Matthew231]

I have switched my Puck on for the first time today, but I am not able to access Netflix.

I cannot find a telephone number to call Sky on to help. Does anyone know what the Sky helpline number is. I am a first-time user on Sky and find the lack of apparent support poor.

The online guidance on Sky gives a procedure to follow to set up the Netflix App. This does not work. The guidance refers to setting up a 'unique email address'. What does that mean? Does that mean an email address different to the one used to login to my Sky account? I have tried my Sky account email and password, but that does not work. I have got to a point saying that I have to contact Sky. How do I do that as I cannot find a contact telephone number or email address to do that?

When I set up i-player on the Puck, I had to login to the i-player website first. I have tried doing this with Netflix, but just get directed to a payment screen to select payment plans which I assume is not the correct route to go. I was not very impressed with Netflix's website - it was all very money/subscription driven. Please help as this is a poor start to my experience with Sky.

[Brill+Gill]

Hi there @Matthew231, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
 

[Graevo]

Hi. 
you are not alone. I joined sky yesterday and once all equipment installed followed setup guides but nothing was very clear. I should have access to All sky sports channels including TNT but only have access to TNT 1,2,3,4 and Sky Sports but missing TNT 5-10 which is accessed via Discovery +. Also Netflix not available both services want me to sign up and pay for the services when they are free in my bundle. Paramount+ is working and so too is Ad Skip but if I try and access any channel in UHD it too fails. Having spent best part of 6 hrs yesterday discussing these issues and there like remote devices not compatible with my Samsung TV's (both only 2 years old) we gave up. The techie I was talking to decided he needed to raise this to an height techie team and said they would be back to me by Wednesday next week. I full week later than I was excepting. I'm a ex-sky user of 20 plus years (had to leave 4 years ago) as I moved and sky was not available to me here then. Sign of sight issues and Sky Streaming wasn't around. Basically nothing straight forward with this installation. 

[MarkGoldsmith]

---

@Graevo wrote:

TNT but only have access to TNT 1,2,3,4 and Sky Sports but missing TNT 5-10 which is accessed via Discovery +.

Thats correct - TNT only broadcasts TNT Sports 1,2,3 and 4 as full time 24/7 linear channels. The other TNT Sports channels are pop-up streams which they utilse when they have additional matches to cover for rights were multiple matches kick off at the same time ( i.e for the Champions League and for the Tennis grand slams they have).

Also Netflix not available both services want me to sign up and pay for the services when they are free in my bundle.  

Agains that correct - you need to create a Netflix account if you don't already have one (Sky can't create an account on your behalf) and then link it to your Sky account as per the instructions here: https://www.sky.com/help/articles/apps-on-sky-q-and-glass-using-netflix 

---

[BooBatty]

I joined yesterday and have same Netflix issue plus my puck keeps freezing!

[MarkGoldsmith]

---

@BooBatty wrote:

I joined yesterday and have same Netflix issue plus my puck keeps freezing!

---

Freezing is typically the sign of a poor internet connecton to the puck. If you are using Wifi i'd suggest turning the Wifi off in the puck's settings, connecting it to the internet via an ethernet cable and then rebooting the puck by turning it off at the plug for 30 seconds and see if that stops the freezing.

[Graevo]

Yes I know TNT sports 5-10 are premium channels and only available thru Discovery+ and only at times when sports are chosen to be shown on these channels. However, being ready before hand is what I wanted.  I should still be able to add my acct but Sky can't perform this.  this is the same for Netflix. I should be able to create my acct and link it to Sky acct  but Sky can't do this at this time. I got told there should be an option to link acct at £0  but option didn't appear as it did for Paramount +

[MarkGoldsmith]

---

@Graevo wrote:

Yes I know TNT sports 5-10 are premium channels and only available thru Discovery+ and only at times when sports are chosen to be shown on these channels. However, being ready before hand is what I wanted.  I should still be able to add my acct but Sky can't perform this.  this is the same for Netflix. I should be able to create my acct and link it to Sky acct  but Sky can't do this at this time. I got told there should be an option to link acct at £0  but option didn't appear as it did for Paramount +

---

That method which would show £0 is only applicable for Paramount and Discovery +. The Netflix process is different and is detailed in the link previously provided.

[Graevo]

That's what I was told by the techie but we were not able to link accts in Netflix and Discovery + to my New Sky Acct. I am hoping the next step up in tech support will have an answer but I'm told that won't happen until next week We'd at best. 

[mikealanr]

Hi @Graevo 

My dad has issues signing up to discovery via the puck by he was able to do it via the my Sky app. See: https://www.sky.com/help/articles/sky-marketplace-subscribe-to-discovery-plus

Have you tried via mysky as well as on the puck itself?

MikeAlanR

[Graevo]

Hi Mike

thanks for heads up. I'll take a look tomorrow and will let you know how I get on. 

cheers

Graevo

[Graevo]

Hi

yes I tried with success via Sky App. All good now. Ta.