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This message was authored by: Dytes

Message posted on ‎13 Mar 2026 09:45 PM

New puck wo

New puck will not set up.  Tried for 3 days . Spoke to 3 advisors . Done a hard reset with ethernet cable.  It fails to link my account and keeps trying to update software but fails . 

The people I have spoken to obviously do not know how to resolve . 3 Days I have been trying. 

This is ridiculous 

I think I will cancel whole subscription 

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Message posted on ‎13 Mar 2026 10:34 PM

Re: New puck wo

Posted by a Superuser, not a Sky employee. Find out more

Hi @Dytes 

 

Can you confirm you have tried the steps here: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

 

If so we can escalate your post to sky and hopefully someone on the team that assists the community will be more successful than those you have spoken to.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.

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Avatar for mikealanr
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Superuser
This message was authored by: mikealanr Answer

Message posted on ‎13 Mar 2026 10:34 PM

Re: New puck wo

Posted by a Superuser, not a Sky employee. Find out more

Hi @Dytes 

 

Can you confirm you have tried the steps here: https://www.sky.com/help/articles/setting-up-sky-glass-updating-software

 

If so we can escalate your post to sky and hopefully someone on the team that assists the community will be more successful than those you have spoken to.

 

MikeAlanR

---
55" Gen 2 Sky Glass atlantic blue, 65” Sky Glass ocean blue, Sky Live, 4 streaming pucks and EE FTTP Busiest Home (circa 1.6 Gbps download). Sky SoundBox. Former Sky Q, Sky+ HD and Sky+ customer. Sky Mobile Customer.

Please Note: I am not a Sky employee. I am a fellow subscriber. Please do not PM me as they will not be responded to. Posting publicly to a thread increases the usefulness for all.
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