Puck wont link to my account

[Andy+46-46]

Received 2 pucks on Friday after deciding to do away wth my Sky Q box and i wish i hadnt, what a nightmare, i get to the point where theres a code on screen to enter onto the activation page on my sky account on the laptop via google chrome browser and it does nothing i just get a message on my laptop saying check your sky glass, if your not connected please try again later, i have rang sky 3 times since friday and no joy they cannot answer why this is doing it, i cannot plug Sky Q back in so i have no TV, to say im angry is quite a big understatement, i have tried factory reset more times than i can count still no joy im fuming 

[Jporch316]

@Andy+46-46 

I have escalated your post to sky online chat support . Lookout for a chat bubble icon  for support 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Andy46-46.

[loulouj]

Im having the same problem, please help!

[loulouj]

 

[Andy+46-46]

My perticular problem was the pucks were delivered last Friday 21st April, I tried to link the first one but having tried a number of times it wouldn't, after a lengthy chat we soon realised it was because my pucks were showing as dispatched on the My Sky app and not delivered even though I had got them, I had to wait whilst Sky sorted it, it was annoying because it took until Tuesday, now both pucks working fine, this may not be everyone's issue but the other option is to hold down the button underneath and pull out the power lead at the same time, keep holding it down and re-connect the power lead, keep holding it down until the light sequence on the front is flashing different colours then release the button, that is a full factory reset hope I've helped 

[loulouj]

Hi thanks for you reply, i indeed also had to wait to days for the pucks to say delivered! They now do they this but i still cannot link them to my account 🤬

[Andy+46-46]

Try the hard reset 

[loulouj]

I've tried all that neither puck is working 

[magnolia13]

i have had same issue, ordered 3 puck 1 is set up other2 wont link to account, been on phone 4 times and just keep getting told wait upto 72hours  for back office to look into it , tried everything but still not working

[Tim+Adams]

Hi @magnolia13 

As it's been passed to the back office team to be resolved unfortunately you'll need to wait for them to fix the issue.

Thanks,

Tim