Hi @Laura434
Are you new to sky or have you had a glass or stream previously? It sounds like the serial of the puck you have doesn't match what sky think you have.
You can check the devices on your account here: https://www.sky.com/help/articles/your-devices-sky-glass if you see your puck (serial number) but it doesn't say primary you can make it primary there. However if you are seeing a completely different serial you will need to call sky.
We are fellow customers here on the community.
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.
