New Sky Stream will not activate

[Red7]

I am the main account holder for Sky, I have full access and pay the bill for my mother (who is old and cannot do this). We purchased a new Stream on the advice of Sky due to single fed communal dish. 

The puck arrived and we are unable to set this up. The puck is visible on my mothers account, but when I try to activate this the page returns a restricted error. I believe the issue to be that the puck is registered on the wrong address. 

I have spent over 2 hours on the line to Sky, firstly troubleshooting (which didn't work) and then trying to identify the issue. This resulted in 1 hour of being transferred between the wrong departments and eventually being left on hold and disconnected.

I was told the email is wrong (it isn't) and despite having checked this is updated this on the account and then requesting a change to the correct details I was told I cannot do this without my mother. I have full account access and sorted this when I started paying the bill.

I need some assistance with someone who understands the problem and can enable the registration of the device to work properly (as I am in a different city and rely on remote assistance from a family member). We have been without access to Sky TV due to this. 

Really need some help on this.

[lainys]

Hi there, 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#M141
 

[billx]

Hi, sky has no idea at what address the puck is used.
The terms state that the puck shuld be used at the registered address.

I (do not) move the puck between two addresses, one with sky & the other with BT broadband
and have no issues (not) doing this.

Your issue lies elsewhere.

[Red7 · Accepted solution]

Manage to get it sorted after many hours its was a wrong email address preventing activation