Puck Set Up pin number issue

[DarrylG]

Trying to set up second puck and having issues at the pin number screen. 

Got to "checking status" and after a few mins goes to "we coudnt connect to your account. Gave me an option to skp and set up later, but then says will not be able to watch anything. So, hit the go back otin and it is then asking me for my pin.

However, when i enter the 4 numbers (I have checked my pin, so I know what it is) it goes back to the start, and still says "Attempt 0 of 3" which seems weird. After going round in circles for an hour (and switching on and off several times) I have given up and hopefully someone on here can help.

[Greenfingers001]

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.

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

[Greenfingers001]

We are still looking to help you @DarrylG . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Jporch316]

@DarrylG 

Stream pin is normally the last 4 digits of the mobile number sky have on record for you 

[Gavin20]

It won't let me inter my pin

[MarkGoldsmith]

@Gavin20 have you tried rebooting the device but putting it into standby mode, turning it off at the plug, waiting at least 30 seconds, turning it back on and then trying to enter your pin.

the pin will be the last 4 digits of the phone number associated with your Sky account.

[Kilczynski]

Having the same issue and been calling sky all afterrnoon. no further forward. 2nd puck says incorrect pin. worked perfectly fine on the 1st puck. we have an account for 2 but wont let me set up 2nd. i have spent over 4 hours on this. Resets and everything else tried. un plugging, factory reset. sky taking forever tyo contact. Absolute nightmare . sky proving useless

[SiddersReeve]

Hi @DarrylG or @Kilczynski did either of you manage to get this resolved, if so, how? I'm struggling with the same issue and had a replacement puck delivered which hasn't helped

[TrishDowney64]

One of our picks stopped responding. Eventually gave up and reset it. Now It won't  accept my pin. I have tried changing it with the same result with the new pin. Need help please. 

[Adrina888]

I am having the same issue. Have had to reset my puck as said it needed a software update then white light kept flashing and wouldn't turn on. After reset I'm going through the set up again and when asked for my pin it keeps saying attempt 0 of 3. Tried resetting pin and that was successful (twice) but still says it's incorrect and I know it isn't. Now can't get past it. Help!

[SiddersReeve]

@TrishDowney64 @Adrina888 

A different thread helped me after a number of issues, but you will need to speak to Sky as it's an account issue: https://helpforum.sky.com/t5/Sky-Stream/Sky-Stream-Puck-stuck-on-PIN-reset/td-p/4648407

[Chloe127]

Hi I'm having the same issues right now I know I'm putting in the correct pin but it keeps saying attempt 0 after typing it in so many times, I don't know what to do or how to resolve this.

[SiddersReeve]

@Chloe127 It's an account issue, you will need to speak to Sky

[Fiona102]

How did you get this resolved as we are having exactly the same issue now? Thanks

[HMC2]

I had the same problem yesterday. I then changed my PIN, it asks for the last 4 digits of your bank account to do this. It accepted the new PIN but then asked me to enter it again and it reverted to the same problem.

I then restarted the puck after disconnecting it from the mains power.

After it restarted it asked for my PIN again, it wouldn't accept the new PIN but it did accept the old PIN and normal service resumed!