My sky stream puck will not link to my sky accoumt

[Malacath]

Same thing has happened to me.

If you go to the 'My Orders' section, does it still say Awaiting Delivery or Awaiting Dispatch?

It seems a lot of people who had them delivered recently can't activate them because they their delivery status is not updating.

[BenJoBanjo]

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@ALM84 wrote:

It was Royal mail that delivered mine. When I tracked them on Friday night it said delivery would be Tuesday and that hasn't changed even now 24 hours after delivery.  I've also just tried to activate and still getting the box coming up saying to check sky glass (despite not having sky glass!) and if im not connected to try again later. 

I'm actually at the stage where I'm getting really annoyed now because i don't think Sky are really trying to fix the problem - i feels as though they are just waiting out the delivery status. 

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Interesting. I wonder if it's a Royal Mail issue. When I have things delivered where the postie has to scan the barcode on an item before handing it over, the tracking usually updates within seconds. I tend to get an alert on my Apple Watch, linked to the Royal Mail app on my iPhone,  which confirms delivery. 
Do you remember your postie scanning the puck box before handing it over to you? 
Maybe there's an issue with Sky's pre-printed tracking labels? 

[RHS39]

Received the puck on the 20th. Plugged in but can't activate because Royal Mail have not updated their system to say it's been delivered. It's absolutely ridiculous. Sky are not able to do this many on their end. Been in the phone for 4 hours over the weekend. They said it can take them up to 18 days. Nothing but issues and now elderly mum has no TV. Any suggestions???

[lettice]

@Malacath 

@RHS39 

Have moved your post to this ongoing issue discussion thread.

Sky are  aware.

Please read the thread for some things to try and read my answered post in this thread on reporting to Sky.

[Garr1eL]

Update on this. I called Sky again this morning and actually spoke to someone that was really helpful. For the 1st time I was asked for the S/N of the pucks, not been asked in all previous calls even though I suggested I give them. It's a Sky systems issue as both my pucks show as delivered on the Royal Mail tracker, Sky need the serial numbers of the pucks in order to manually update their systems so they can be marked as dispatched and delivered. Without the serial numbers the issue will not resolve so please don't sit and wait, I'm on day 5 now. Hoping now they have the S/Ns that my 2 will be up and running later today, I'll keep you updated. 👍🏻👌🏻

[BenJoBanjo]

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@Garr1eL wrote:

Update on this. I called Sky again this morning and actually spoke to someone that was really helpful. For the 1st time I was asked for the S/N of the pucks, not been asked in all previous calls even though I suggested I give them. It's a Sky systems issue as both my pucks show as delivered on the Royal Mail tracker, Sky need the serial numbers of the pucks in order to manually update their systems so they can be marked as dispatched and delivered. Without the serial numbers the issue will not resolve so please don't sit and wait, I'm on day 5 now. Hoping now they have the S/Ns that my 2 will be up and running later today, I'll keep you updated. 👍🏻👌🏻

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How frustrating. Hardware stock control needs to be improved at Sky, particularly when there are now so many of these pucks out there. Customers should not be expected to be logging serial numbers - this should all be automatic. 

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for bringing this problem to our attention, and I'm sorry for your experience.

We've escalated the problem at our end and as soon as I hear back, I'll let you all know.

Thank you @lettice for tagging us.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[RHS39]

Sky kept on telling me that it's a Royal Mail issue. Spoke to Royal Mail. It's definitely not them. It's a sky issue. Spoke to sky again this morning.  It's bad enough that each time you call you are hold for an average of 45 minutes.  Spoke to a guy who actually asked for my serial number. First time they have asked for this. He said it is Sky's technical issue. And the CR team can take up to 18 days to action.  Do my elderly mum has to wait longer without tv.  

[ALM84]

@BenJoBanjo The postie 100% scanned the parcel before he handed it to me and i also got an e-mail from royal mail confirming delivery had been made.  So it's definitely a problem at Sky's side that their systems aren't updating quickly enough that the deliveries have been made.  I think the issue is that the tracking on the Sky app/account, at least when i look at mine, is that delivery is estimated for Tuesday, 23 September. I have a feeling that i won't be able to activate the pucks until the delivery status changes to "delivered".

[ALM84]

@Garr1eL fingers crossed that we are all nearly there with this.  Some of us seem to have ordered pucks within a day or so of each other.  Surely now that Sky are aware they are dealing with these matters urgently!  Coincidently, the Sky agent i spoke with on Saturday took a note of the serial numbers on both pucks and i did comment to the guy that surely this was scanned before being sent out!  It is quite clear that they are being sent outahead of their estimated delivery dates.  

[Garr1eL]

I am absolutely not willing to wait 18 days that's ridiculous! Surely sending out replacements that have been correctly recorded would be a quick way to resolve? Include or send a return pack for the unusable pucks and job done! 👍🏻 

[Malacath]

Damn. The guy who escalated it for me didn't ask for serial numbers. I hope that doesn't mean mine will never show as received.

[Garr1eL]

@Malacath probably best to give them a call, they will need the serial numbers to record them on their systems against your account.

[Malacath]

Yeah. I think I'll have to.

Thanks

[ALM84]

Looking forward to an update from @KevNewMedia - i am hoping that Sky are actually dealing with the issue we are all experiencing here and not simply waiting for the delivery status to change to delivered on the estimated delivery day. Surely it shouldn't be this difficult with customers waiting days 😨