Active

[Garr1eL]

Try resetting the pucks @Jackhunt and setup again 

[jonnyae]

So current state for me is pucks are activated, and after a factory reset subscription is active and I can watch Sky channels shows.

However, nothing has progressed in the tracking statuses in the app, so it's not really clear whether it's fully resolved or just kind of working.

This is a problem for two reasons:

• Logged into netflix (have suspended my old payment method as it was about to renew) however netflix is not picking up the sky subscription. Have any new customers anyone had success in activiating netflix?
• Still awaiting my broadband router, and the broadband is due to swicth over next Friday. I'm concerned this won't be dispached because of the tracking issues. Have any new customers received their router?

[Indoors1]

Hi, I have exactly the same problem as I cannot progress with setting up my new pick for the first time with this error messsage. 
I noticed this message was dated last year, Is there an answer yet? 

[lettice]

---

@Indoors1 wrote:

Hi, I have exactly the same problem as I cannot progress with setting up my new pick for the first time with this error messsage. 
I noticed this message was dated last year, Is there an answer yet? 

---

@Indoors1 

Have moved you post to this current ongoing issue thread.

Read the thread and the Sky answered post for the latest on the issue.

[Vapidy]

Hi there,

We are still waiting for our new Sky Pucks to be activated since recieving it on the 18th of September 2025.  Was on the phone yesterday with the Sky Technical Support Team and was told that the SLA (Waiting Time for Resolutions) for all Technical Queries is a total of 18 days following an escalation of the technical problem being raised.  How appalling is that?

We keep getting transferred from one Sky Customer Representative from another and all of them are immigrants.  None of them could speak proper English either.  I have officially raised a complaint to the Sky Complaints Team.  It's terrible because Sky wouldn't want to cancel the order either.  We are caught between a rock and a hard place at the moment.

[kash2001]

Hi Yes, I have been through exactly the same process as yourself...

So current state for me is pucks are activated, and after a factory reset subscription is active and I can watch Sky channels shows.
However, nothing has progressed in the tracking statuses in the app, so it's not really clear whether it's fully resolved or just kind of working.

But I just logged into Netflix under my previous details and it has come up and seems to be working fine, as is paramount and other apps. So unfortuneatly I dont have an answer in resolving your netflix issue, but just to say its worked on ours and our puck although registered is showing to be delivered under managed?

Good luck with it.

[kash2001]

Hi Yes support online and on the phones is a problem, I dont think they are immigrants as I spoke with support in India and in Hungry, so not in the UK, India is very difficult to speak with but I assume SKy use them due to cost, they are very polite and can help with deals etc as they want sales, but in support itself its difficult to communciate as they have scripts to run off. The Hungarian's english was very good and he was helpful, and not in the UK for sure. Although this issue is an issue with their software, so support cant really help. 

Keep doing a puck reset every day and positing here and hopefully itll be fixed shortly, save hours on the phone wasting time! I speak my email and password in my sleep after my discussions with sky! 5 times on 1 call alone...

Good luck with it.

[Indoors1]

I followed the on screen instructions to install my new Puck to no avail. 
I tried the robot answering service which was next to useless in this instance as there were no options for my concern.
After 3 days of contacting Sky by phone and spending over 3 hrs - 1 hr 45 mins and 1 hr 55 mins on each call I tried once more again today and was passed onto 6 different departments with apologies with each of the previous 5, I eventually received a solution. 
Along with many others I reached the screen showing 'no subscriptions - please press to select'. 

I explained this to the last dept - (Sky streaming specialist) who spent some time working in the background before asking me to go through the set up from scratch. 
I think he was re-setting my subscription during this process as by sending a new activation code the process went through as it should have done when I attempted to set it up originally. 
There was nothing I could do at that stage to affect the connection, as it was Sky that needed to pull a lever/push a button/flick a switch at their end - to merely activate my existing subscription. 
I am pleased that it is now in operation but not with the process needed to achieve it.